Team Leader - Retail | Cebu

The Team Leader is responsible for driving frontline performance excellence within a Retail account by focusing on agent coaching, capability development, and engagement. This role ensures consistent SLA achievement by developing high-performing teams through structured coaching, real-time feedback, skills enhancement, and performance management aligned with Cognizant’s delivery standards.

The Team Leader acts as the first line of leadership, translating account goals into daily execution while fostering a culture of accountability, continuous improvement, and client-centricity. Success in this role is measured not only by operational metrics, but by the growth, readiness, and retention of the team.

Why Join Us?

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Key Responsibilities

• Oversee day-to-day activities related to order processing, inventory management, systems tasks (e.g., Accellos/WMS), and customer support.
• Monitor workloads, assign tasks, and ensure timely completion in alignment with operational targets.
• Validate data accuracy in systems and ensure correct execution of processes such as order creation, order deletion, shipment updates, and documentation management.
• Handle operational escalations and ensure issues are resolved promptly and effectively.

• Provide coaching, mentoring, and real-time support to team members.
• Conduct regular performance conversations and assist in developing individual improvement plans.
• Facilitate training on new or updated Retail processes, tools, and system workflows.
• Promote a positive team culture focused on safety, accuracy, and accountability.

• Ensure adherence to company policies, SOPs, and customer-specific requirements.
• Support quality audits by maintaining documentation standards and process compliance.
• Encourage adherence to safety protocols, especially related to cold-chain operations and data integrity.

• Track team KPIs such as accuracy, productivity, SLA adherence, and error rates.
• Prepare and share performance reports with supervisors or managers as required.
• Identify operational gaps and propose process improvements.

• Serve as the primary point of contact between the team and supervisors/managers.
• Coordinate with onshore support and cross-functional groups to ensure workflow continuity.
• Communicate process updates and ensure the team is aligned with operational changes.

• Experience in logistics, supply chain, warehouse operations, or in customer service-related field (preferred within a temperature-controlled environment).
• Prior leadership, coaching, or SME experience.
• Strong understanding of WMS platforms (Accellos/Synapse/Korber or similar).
• Minimum 3–5 years BPO experience, with at least 1–2 years in a supervisory or SME leadership role.
• Experience handling Retail processes (e.g., order management, transportation, freight, warehousing support, or eCommerce logistics).
• Proven experience conducting coaching sessions and managing performance improvement plans.
• Strong understanding of SLA/KPI management and quality frameworks.
• Experience managing a team size of 12–20 FTE preferred.
• Lean Six Sigma Yellow Belt or Green Belt is a plus.
• Willingness to work flexible shifts to support global clients.