Order Management Team Lead — CSAT Champion

HCL Technologies Limited; Taguig; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Sapsf in the Philippines invites applications for a Team Lead role (163067) overseeing 10-15 Order Management specialists. You will monitor quality, progress, and performance, approving work and guiding the team within authorization levels and with the manager.

The role emphasizes coaching, responding to escalations, becoming a process expert on product lines, and driving process improvements while ensuring timely reporting and data traceability in line with company policies.

Formación

• Bachelor's degree in a 4-year program.
• Proficient in Salesforce and Oracle.
• Understanding of CSAT metrics and shift rotation.

Responsabilidades

• Monitor quality and progress of work, check and approve work of subordinates within authorization level.
• Stimulate change and improvement, assess proposals, and propose process improvements to higher management.
• Ensure timely and correct reporting to process manager and data traceability.
• Manage a group of 10-15 Order Management specialists/DSS and coach subordinates.
• Respond to escalations and become process experts on assigned product lines.

Conocimientos

Customer Service

Decision Making

Analytical Skills

Communication

Team Leadership

Educación

Bachelor's degree (4-year)

Herramientas

Salesforce

Oracle

GSuite

Descripción del empleo

Career Opportunities: Team Lead (163067)

Requisition ID163067-Posted09/29/2026

Monitor quality and progress of work, check and approve work of subordinates (turn around time, risk analysis, overall team performance and project planning) within authorization level and/or in close cooperation with the manager

Stimulate change and improvement, assess proposals of subordinates as well as to propose change or improvement of processes to higher management;

Ensure timely and correct reporting to process manager in accordance with applicable procedures and guidelines and ensure recording and traceability of data;

Comply with Business Systems and practices.

Manage a group of 10-15 Order Management specialists/DSS

Responsible for coaching and developing subordinates

Respond to escalations and become process experts on assigned product lines

Key Responsibilities

Requirements

Graduate of any 4 year degree; ideally Business or Marketing

Proficient in Salesforce and Oracle

Understanding of Customer Satisfaction metrics (CSAT, AHT, Quality)

24* 7 5 days working - 2 days off - Rotational offs

Good communication skills - oral and written

Skill Requirements

Customer Service Experience

Strong Decision making and Analytical Skills

Clearly and succinctly explain to Order Managers their understanding about organizational goals to specific tasks

Can establish steady and effective workflow between themselves and their staff

Can inspire members of his/her team to go the extra mile and be a CSAT champion

Ability to delegate tasks to team members

Researching Capabilities and keen attention to details

Ensure compliance to all company and business policies

Creates positive environment across the team

Creative and have a high level of decision making skills

Good presentation skills and has experience with GSuite products

Process oriented and excels at attention to detail

Can work independently and ability to extend coverage as