Team Lead

Job Description: Team Lead E-commerce Operations
(BPO)
Position Overview
We are seeking an experienced and result-oriented Team Lead E-commerce Operations to
join our Business Process Outsourcing (BPO) division. In this role, you will lead a team of customer support/operations associates handling live e-commerce workflows, including order management, seller/buyer support, catalog resolution, logistics tracking, and dispute management. You will be responsible for driving daily operational KPIs, coaching team members, and serving as the primary bridge between front-line agents and account management.

Key Responsibilities
1. Team Leadership & People Management
Supervise, mentor, and motivate a team of 15-25 customer support/operations associates in a fast-paced BPO environment.
Conduct daily huddles, 1-on-1 coaching sessions, and monthly performance reviews to track agent SLAs and quality metrics.
Manage roster scheduling, shift adherence, shrinkages, and absenteeism to ensure coverage during peak sale periods (e.g., flash sales, holiday events).

2. Operations & SLA Management
Drive team performance to consistently meet or exceed critical e-commerce SLAs (First Contact Resolution - FCR, Average Handling Time - AHT, CSAT/NPS, Response Time, and Quality Scores).
Monitor omnichannel workflows including Voice, Email, & Blended
Oversee end-to-end e-commerce processes: order status inquiries, refunds, returns/exchanges, seller onboarding, payment discrepancies, and delivery escalations.

3. Process Improvement & Escalation Handling
Act as the first point of escalation for complex customer or seller issues, resolving disputes efficiently and professionally.
Perform root cause analysis (RCA) on recurring operational defects or low CSAT drivers, presenting actionable process improvements to operations leadership.
Partner with Quality Assurance (QA) and Training teams to plug skill gaps and execute targeted refresher modules.

4. Reporting & Stakeholder Communication
Prepare and present daily, weekly, and monthly operational dashboards (KPI trends, agent productivity, volumes) for internal leadership and external client stakeholders.
Track and maintain process documentation, standard operating procedures (SOPs), and client policy updates.

Qualifications & Experience
Education: Bachelor degree in any discipline (Business, IT, Communications, or related field).

Experience:
3-5+ years overall experience in a BPO / Contact Center environment.
Minimum 2-3 years of experience as a Team Lead (TL) directly managing an e-commerce campaign (B2C or B2B).
Domain Expertise: Thorough understanding of e-commerce workflows
(Order-to-Delivery lifecycle, Returns/Refunds, Marketplace policies, Fraud prevention, CRM ticketing platforms). Core Competencies & Skills Category

Specific Skill Requirement
Operational
Metrics
Strong grasp of BPO metrics (SLA, CSAT, AHT, FCR, QA
score, Shrinkage, Attrition).
Communication
Problem Solving
Flexibility
Exceptional verbal and written English communication skills for client interfacing and escalation resolution.
Strong analytical mindset to interpret performance data, identify trends, and implement RCAs.
Ability to work in 24/7 rotational shifts and adapt quickly during high-volume peak promotional seasons.