Join the enablesGROUP Where Talent Meets Opportunity!
Why Join enablesGROUP
Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.
Fast forward to 2025, we've grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you're not just joining a company you're joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.
At enablesGROUP, you're not just joining a company you're joining a community that values growth, learning, and success.
We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.
Our Perks & Benefits include:
- Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
- 20 leave credits for vacation, emergencies, sick days, and even your birthday!
- Endless opportunities for career advancement with annual performance reviews and salary increases.
- Company-provided laptop to set you up for success.
- Convenient office location in Pasig, at the heart of Manila, accessible to all.
- Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
- In-house learning & development programs with access to the latest in AI and technology.
Job Title:CS Retail Team Leader
Location: Ortigas, Pasig, PH
This role handles a blended support CS/Retail team (voice, chat, and email) for US and AU customers. We're looking for someone with BPO leadership experience who can coach, motivate, and drive performance in a fast-paced, customer-focused environment. Flexibility with shifts and strong communication skills are a must.
JOB DETAILS:
- Lead and support a growing team of email and chat retail specialists, ensuring high performance and exceptional service aligned with the Client's brand
- Recruit, coach, and mentor team members with a focus on continuous development, engagement, and retention
- Monitor individual and team KPIs daily, ensuring performance standards, quality metrics, and brand tone are consistently met
- Implement company policies and behavioural expectations, holding team members accountable through regular feedback and performance reviews
- Ensure first contact resolution and customer satisfaction by empowering the team to resolve concerns confidently and completely
- Track and report on daily, weekly, and monthly team performance and deliverables for internal stakeholders and client updates
- Own the process from customer support operations to individual performance and act as the go-to leader for the PH-based support team
- Set and manage performance goals and service level targets specific to online retail experiences
- Handle escalations and provide support in complex or high-touch interactions, ensuring brand-aligned communication at all times
- Be hands-on when needed assist in frontline work (chat/email) during high-volume periods or as a model for best practices
Experience desired (if any):
- Minimum of 3 years experience as a Team Leader in retail customer service, preferably with exposure to AU/US online retail accounts (Blended: Chat, Email, Prio: Voice for AU campaign)
- 3-4 years work experience with AU/US/NZ Retail campaign is preferred.
- Proven ability to lead remote or offshore teams, ensuring consistent output and alignment with brand standards
- Excellent communication skills both verbal and written fit for US/AU customers/clients.
- Passion to provide positive customer experience.
- Ability to communicate and engage effectively, verbally and in writing, with customers and partners.
- Ability to use and learn proprietary software systems and proficient with Microsoft Office Suite. Experience in using Zendesk is required.
- Demonstrated skill in managing performance, coaching team members, and resolving customer issues with empathy and efficiency
- Can manage own time, working autonomously and priorities daily/ weekly tasks to work efficiently
- Has the ability to reach an outcome with customers and outsourced teams.
- Manage difficult issues with a calm, professional manner and positive attitude.
- The ability to establish the best outcome for the partnering brand, customer and our business
- Outstanding management skills with the ability to resolve issues and address complaints
- Candidate must possess at least a Bachelor's/College Degree, in any field.
- Excellent analytical, problem-solving and organizational skills
- Highly organized and solutions focused
- Self-sufficient and able to work to deadlines
- Strong attention to detail and high level of output
Work Location / Working shifts:
Work Set up: 3x week onsite
Work Location: Ortigas, Pasig
