Team Leader

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Manila, Philippines Team is growing and we're looking for an experienced Team Leader to join our Helpware team.

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Position Overview:

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company. Some main responsibilities are as follows:

● Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.

● Provides continual evaluation of processes and procedures.

● Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.

● Provides statistical and performance feedback and coaching daily to each team member.

● Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

● Ensure to write and administer performance reviews for skills improvement.

● Manage nesting agents to ensure proper performance before moving to the operations floor.

● Incorporate performance intervention to accelerate learning.

● Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.

● Assist Operations Manager to resolve customer complaints and issues

● Handling employee related issues and monitoring transaction

● Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.

● Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.

● Manage the fair and consistent application of performance management and disciplinary measures as necessary.

Specific Responsibilities:

● Direct line management for Helpware with a size of 10-15 agents.

● Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.

● Regularly review and analyze performance to drive effectiveness and address areas for opportunities.

● Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.

● Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.

● Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.

● Must have excellent time management skills.

● Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks

● Must have excellent project management skills and client management.

Qualifications:

● Minimum of 2 years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.

● Proven work experience as a team leader or supervisor.

● In-depth knowledge of performance metrics.

● Excellent communication and leadership skills.

● Organizational and time-management skills.

● Excellent decision-making skills

● Must be amenable to work in BGC, Taguig.

● Must be amenable to work in a hybrid setup: onsite and work-from-home.

● Must be amenable to work on graveyard and shifting schedules.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.