Team Lead

• Manage and mentor a team of three, setting expectations for quality, pace, and ownership
• Delegate ownership and address capacity, process, and performance issues
• Own the production calendar across launches, campaigns, catalog updates, and ad hoc requests
• Turn incoming requests into scope, owners, deadlines, and QA checkpoints
• Forecast team capacity, flag conflicts, and negotiate scope when priorities collide
• Own product publishing across every product line, ensuring accurate metadata and imagery before launch
• Design and scale the QA process for a catalog growing toward tens of thousands of listings
• Document workflows so the team does not depend on individual memory
• Coordinate product work across departments, flag risks early, and maintain progress when blocked
• Build systems and processes that enable the team to operate independently

DAM Team Lead

• Oversee assigned countries migrated into the GBS MNL Customs team
• Strategize to drive process optimization, accountability, and ownership
• Monitor team and individual performance against defined SLAs
• Provide guidance on process design, process optimization, and process changes to improve efficiency and execution
• Act as an ambassador of GBS MNL
• Prepare and present performance reports to internal and external stakeholders
• Ensure quality and compliance with NDA, SOPs, and PWI requirements
• Work with the team to increase productivity and build positive stakeholder relationships
• Maintain Health and Safety standards for the working environment and staff teams
• Plan and organize resources and work requirements
• Escalate irregularities to the Business Support Services Manager for Customs
• Conduct weekly coaching with team members
• Prevent recurrence of issues and drive continuous improvement
• Complete tasks and processes within agreed SLAs
• Proactively improve the performance of managed teams
• Engage relevant stakeholders and conduct regular touchpoints
• Create an environment based on trust, open communication, creative thinking, and cohesive teamwork
• Motivate and inspire team leaders and members
• Lead by example and maintain healthy group dynamics
• Facilitate problem solving and collaboration
• Keep the team focused and on track
• Ensure KPI targets are met
• Support off-site and on-site implementation of country migrations under the Customs team
• Resolve operational issues and address employee performance and conduct as needed

• Manage the day-to-day operations of the contact centre to ensure KPIs are met
• Develop, review and distribute daily, weekly and monthly performance and service reports
• Make recommendations to the Project Manager to maintain agreed customer service levels
• Establish work procedures and processes supporting company and departmental standards, procedures and strategic directives
• Provide accurate, complete and timely performance feedback to team members
• Coach and guide team members to meet KPIs and follow organizational guidelines and policies
• Collaborate with Customer Experience and Training teams to identify issues and drive metrics
• Balance and prioritize operational needs based on seasonality and customer, team and client needs
• Enhance team member performance through team connection, team briefings and monthly coaching sessions
• Assist and manage the team in the absence of the Team Leader
• Perform other duties assigned by management and support continual improvement of TDCX's Quality Management System

• Respond to and resolve customer queries through email, chat, phone, and other support channels
• Help lead the global digital-first support team
• Manage and monitor service delivery and customer satisfaction
• Drive customer satisfaction through targeted coaching and strategic process improvements
• Handle Buyer Support escalations and escalate critical issues through appropriate internal channels
• Maintain expertise in Paddle features and capabilities
• Assist in creating internal process documentation
• Facilitate a collaborative and inclusive team environment
• Help team members improve performance and reach KPIs
• Inspire, mentor, and build relationships with direct reports
• Support career development of team members
• Onboard new support specialists
• Share knowledge, experiment with innovations, and discuss best practices

Team Lead jobs in Philippines

DAM Team Lead

Team Lead

Team Lead

Buyer Support Team Lead