Assistant Team Lead

About Us

*HelloConnect*

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

Job Description

As an Assistant Team Leader, you will play a vital role in supporting the Team Leader to ensure the team operates effectively and meets its objectives. In this developmental role, you will assist in monitoring daily team performance, contributing to coaching sessions, and facilitating team initiatives to enhance productivity and customer satisfaction. Your responsibilities include collaborating with the Team Leader to identify areas for improvement, supporting the implementation of solutions, and fostering a positive team environment. You will gain hands-on experience in leadership tasks, including preparing performance reports, addressing escalated issues, and acting as a secondary point of contact for the team. This role is ideal for someone looking to build their leadership capabilities and take the next step toward a team leader position.

The R&R is the same as a TL but where a team leader will work autonomously in a larger capacity, you will be supporting & assisting during development.

Day to Day responsibilities

Managing the daily operations of the contact centre. Performance management & KPI targets met

Your Time: 50%

• Support in the daily monitoring of your teams live performance to provide in flight support, this included KPIs and non-KPI targets
• Review & identifying opportunities as a collective team and individually based on their historical performance through Datagamz and tableau
• Supporting the wider team & team leaders when required
• Proactively seeking clarification on process and procedural uncertainties
• Handling customer complaints directly and indirectly
• Phone System & Queue maintenance & monitoring

Motivating and retaining staff / Leading by example

Your Time: 30%

• Strives for continuous improvements towards a set goal, both set KPIs and non KPIs related to process and policy adherence with equal importance.
• Identify agents opportunities that affect the performance and agree on an action plan through effective coaching.
• Works with TLs & STLs on creating career development plans based on competency framework.

Staff recruitment, planning & development.

Your Time: 10%

• Observing & providing effective coaching in weekly 1:1

Supporting the team and providing personal development guidance

Skills and preferred qualifications

• Proven leadership ability with strong people management skills.
• High-level understanding of contact centre systems, metrics, and operations.
• Exceptional customer service expertise and performance management experience.
• Confident, articulate communicator with a positive, can-do attitude who leads by example.
• Proficiency in Google Suite; experience with Genesys Cloud is a plus.
• Strong coaching, training, and development capabilities.
• Ability to implement and integrate continuous improvement strategies.

Knowledge of occupational health and safety best practices.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.