Team Lead (Retail Account)

CGI (PHILIPPINES) INC.; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

CGI Philippines, Inc. in Manila is seeking a capable Supervisor to lead a CGI call center team, shaping behaviors and delivering service excellence.

You will drive standards, investigate complaints, and partner on improvements to processes and performance metrics. You will supervise approximately 1:15 ratio, coach on calls, manage escalations, and foster a customer-centric culture while ensuring attendance, discipline, and quality compliance across shifts.

Qualifications

• Excellent management and supervisory skills.
• Excellent verbal communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional demeanor.
• Ability to coach and mentor customer service representatives.

Responsibilities

• Supervise CGI call center agents (approx. 1:15 ratio).
• Act as primary point of contact for CGI's first level of escalations support.
• Oversee day-to-day call center operations to ensure service excellence.
• Lead and enforce organization-wide customer service initiatives and standards.
• Review and coach the team on calls and customer interactions to achieve high service levels.
• Maximize staff potential to meet and exceed performance standards through talent management tools such as performance plans, practical training, coaching, evaluations, and disciplinary actions.
• Measure, report, and identify strategies to address critical metrics such as call abandonment, wait times, and the effectiveness of first-call resolution.
• Evaluate procedures and processes to provide recommendations for program excellence.
• Drive a culture of continuous improvements, new approaches, and personal excellence; inspire and motivate the team and foster open communication between teams, departments, and divisions.
• Manage customer interactions to achieve high customer satisfaction; instill a customer-centric mindset in the team.
• Adhere to attendance, punctuality, and professional behavior standards for self and team.

Skills

Management skills

Supervisory skills

Verbal communication

Customer service

Organizational skills

Problem resolution

Coaching

Tools

Microsoft Office

Job description

Position Description

Job Summary

The supervisor's role is pivotal in building a solid team and shaping members' behaviors to accomplish desired results. This key responsibility underscores the supervisor's value and integral role in the team's success. They will also play a collaborative role in growing and implementing standards and processes and investigating and solving product and service complaints as part of overall service delivery.

Job Responsibilities

• . Responsible and accountable for supervision and oversight of the CGI call center agents (approx. 1:15 ratio).
• . Act as the primary point of contact for CGI's first level of escalations support.
• . Oversee the day-to-day operation in the call center to ensure service excellence.
• . Lead and enforce organization-wide customer service initiatives and standards.
• . Review and coach the team on calls and customer interactions to achieve high service levels.
• . Maximize staff potential to meet and exceed performance standards through talent management tools such as per, performance plans, practical training, coaching, evaluations, and disciplinary actions.
• . Measure, report, and identify strategies to address critical metrics such as call abandonment, wait times, and the effectiveness of first-call resolution (the percentage of calls resolved on the first attempt).
• . Evaluate procedures and processes to provide recommendations for program excellence.
• . The supervisor is instrumental in Driving a culture of continuous improvements, new approaches, and personal excellence. This role inspires and motivates the team to strive for excellence and fosters open communication between teams, departments, and divisions.
• . The supervisor's role in managing customer interactions is crucial to achieving high customer satisfaction. This responsibility instills a sense of responsibility and a customer‑centric mindset in the team.
• . Adhere to established personnel policies, such as attendance, punctuality, and standards of professional behavior, for self and team.

Skills

• . Excellent Management and Supervisory Skills
• . Excellent verbal and communication skills
• . Effectively facilitates customer interactions following the Company and Client's service strategy and policies.
• . Extensive knowledge of customer service procedures and principles.
• . Organized with attention to detail.
• . Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• . Ability to coach and mentor customer service representatives.
• . Proficient in Microsoft Office Suite or related software and primary Computer and Internet Literacy.

Other Expectations

• . Amenable to working 100% onsite.
• . Amenable to work on a graveyard and shifting schedule
• . Proactive and has a customer service-oriented mindset
• . Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• . Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• . Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
• . Can work under pressure
• . Must be flexible with the ability to adapt to changes quickly.

At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.