(BPO) Team Lead - Meal Delivery Service Account

Role Details Type of Support:  Omnichannel (Email, chat, phone, social media) Contract Duration:  Permanent Work Schedule:  To be Determined Work type and Location:  Hybrid, Metro Manila Target Start Date:  June 20th, 2024 About The Role   At PartnerHero, our Team Lead leads a team of associates, optimizing team performance for a specific Partner/program. As a Team Lead, you will play a critical role in overseeing and managing the operations of a team dedicated to servicing food delivery clients. Your primary responsibility will be to ensure that the team meets or exceeds performance metrics, delivers exceptional customer service, and contributes to the overall success of the account. What you'll do: Recruit, hire, and onboard new team members requested by the client according to hiring profile agreed upon between Parties Provide training, quality assurance, and coaching for team members according to initial training and ongoing guidance from Client. Suggest and complete updates to any training materials, reference documents, and customer-facing content in coordination with Client Produce regular reporting on program KPIs, expanding and adjusting as needed according to Client request Document significant feedback, pain points, and technica issues reported by customers Document opportunities to improve team workflows and procedures with a goal of improving efficiency, customer satisfaction, and associate satisfaction Regular meetings with Client to maintain smooth communication and collaboration As needed, collaborate with Client to forecast headcount requirements and establish support schedules based on inbound contact arrival patterns (Client to manage at launch) Complete special projects related to Customer Experience as requested by Client What we expect from you: 2 or more years of experience as a Team Lead for a BPO Company Ability to lead and motivate a team of customer support associates. Ability to handle conflicts within the team. Excellent communication skills Ability to analyze problems and develop effective solutions. Strong organizational and time management skills. Understanding of the meal delivery industry and customer support best practices. What you will get in return Hybrid workplace - depending on the partner, role, management, and/or personal workspace Overtime is available if applicable  Full-time employment Competitive compensation based on experience A dedicated wellness program, including support from an in-house psychologist Attractive benefits package including medical, dental, and vision options based on location Access to free posture-based fitness workouts from home Paid Sabbatical Leave Training opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Company Culture Is At Our Core Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally. Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected]. PRIVACY NOTICE PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here . Powered by JazzHR