Job Description
Position: Retail Applications Team Lead (B3)
Organisation: Retail Applications
Location: Cebu, Philippines
Role Overview
The Retail Apps Team Lead provides operational and people leadership within a secondlevel retail support environment. The role acts as a senior point of control during escalations, service exceptions, and complex support scenarios, ensuring clear ownership, timely resolution, and a consistent customer experience.
The Team Lead works closely with Other support levels, agents and team's supervisor to maintain and improve operational runbooks, applying realworld service learnings to strengthen quality and repeatability. Endtoend accountability is held for service performance, SLA delivery, and outcomebased results, with a strong focus on proactive risk management and corrective action.
This role combines handson operational oversight with coachingled people leadership and practical performance management. It supports secondlevel retail operations and works closely with Level 1, Level 2, and Level 3 teams to ensure smooth incident flow, strong investigative quality, and high customer confidence.
Key Responsibilities
Service Delivery & Operational Leadership
- Provide daytoday leadership for a globally aligned retail support team operating in a mediumvolume, highcomplexity environment, with the ability to assign team members to support other teams, products, or services when required
- Ensure incidents, requests, and escalations are handled consistently and in line with defined service standards, SLAs, and escalation paths
- Act as the first point of leadership escalation for technical, procedural, and customer experience issues, including those spanning multiple teams or products
- Own scheduling, shift planning, and coverage management to ensure the right capacity across a 24x7 support model
- Maintain operational oversight during assigned shifts, adjusting coverage and workload to meet changing service demand
- Balance service coverage with quality, keeping customer outcomes as the primary focus while enabling controlled support of other areas where needed
Team Leadership & Coaching
- Lead, coach, and support team members to drive reliable performance, growing technical capability, and professional development
- Provide regular, structured feedback through quality reviews, performance discussions, and coaching sessions
- Support capability development across technical skills, process knowledge, and customer communication
- Build a collaborative, accountable, and customercentric team culture
- Guide team members in following internal processes, customer requirements, and compliance expectations
- Foster a collaborative, accountable, and customer-focused team culture.
- Contribute to performance management activities, recognition programs, and team development initiatives.
Quality, Performance & Reporting
- Monitor team performance and service quality to identify issues, trends, and improvement opportunities
- Carry out regular quality reviews and turn findings into practical coaching and process improvements
- Own routine operational reporting (daily, weekly, monthly) and clearly highlight key points for leadership
- Use performance data to address process gaps, service risks, and workload inefficiencies before they escalate
- Support ongoing improvement efforts focused on service consistency, quality, and productivity
Escalation & Stakeholder Management
- Manage customer and internal escalations in line with established escalation frameworks
- Communicate clearly and calmly during escalations, maintaining confidence with customers and internal teams
- Work closely with peer Team Leads, senior support tiers, and management to achieve timely resolution
- Ensure clean and structured handoff to advanced support teams when escalation thresholds are met
- Assign and prioritize tickets/incidents based on severity, business impact, and engineer expertise.
- Balance workload across the team to ensure optimal efficiency and coverage.
Documentation, Knowledge & Process Improvement
- Ensure incidents and customer records are accurately documented and kept up to date
- Drive adoption of KnowledgeCentered Service (KCS) practices, ensuring knowledge is created, maintained, and reused effectively
- Ensure team adherence to ITIL standards and service management practices relevant to the support function
- Support companyled improvement initiatives related to knowledge management, service delivery, and process maturity
- Encourage creation and ongoing improvement of knowledge articles and operational documentation
- Identify recurring issues or systemic problems and contribute to problem management and service improvement activities
Working Model
- Operates within a multitier global support organisation
- Supports secondlevel retail environments
- Works closely with technical, operational, and leadership stakeholders
- Covers scheduled shifts within a 24x7 support model
Skills & Experience
Required
- High School Diploma or equivalent
- Advanced English communication skills (written and verbal)
- Strong background in a technical or service desk support environment
- Demonstrated people leadership experience (formal or informal)
- Strong customer focus with the ability to manage multiple priorities
- Comfortable using performance data to guide decisions and improvement
- Proficient with standard office and reporting tools (MS Office or similar)
Desirable
- Previous experience as a Team Lead or Supervisor
- Exposure to retail, POS, SCO, or related technology environments
- Experience with quality reviews, performance management, or reporting
- Knowledge of ITIL principles and incident management best practices.
- Strong Excel, Power BI, Tableau, or similar analytical tooling
Core Competencies
- Customerfirst mindset with strong ownership and accountability
- Coachingbased leadership style
- Practical, datainformed decision making
- Clear, confident, and professional communication
- Ability to remain calm and effective in highpressure situations
- Continuous improvement and problem-solving mindset
- Collaborative and inclusive leadership approach
Compliance & Professional Standards
- Complete all mandatory and recommended training requirements.
- Adhere to company policies, procedures, information security, confidentiality, and compliance requirements.
- Maintain professional conduct and uphold organizational values in all interactions.
- Perform other duties reasonably related to the role and business needs as assigned by management.
Regards,
Jemima Dasari
[Confidential Information]
