Team Lead

HCL Technologies Limited; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Customer Service

Decision Making

Analytical Skills

Communication

Team Leadership

Education

Bachelor's degree (4-year)

Tools

Salesforce

Oracle

GSuite

Job description

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