Senior Team Lead

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

Position Overview:

The Team Leader will manage administrative and support operations to ensure efficiency and compliance with company policies. This role requires excellent organizational skills, attention to detail, and the ability to coordinate with multiple departments. The ideal candidate will have experience in office management, process improvement, and data handling.

Key Responsibilities:

Ï 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.

Ï Provides continual evaluation of processes and procedures.

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

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

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

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

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

Ï Incorporate performance intervention to accelerate learning.

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

Ï Assist Operations Manager to resolve customer complaints and issues.

Ï Handling employee related issues and monitoring transactions.

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

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

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

Qualifications:

● Bachelor's degree in Business Administration, Office Management, or relevant background/experience.

● 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.

● Strong organizational and problem-solving skills.

● Proficiency in office software and enterprise resource planning (ERP) systems.

● Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

● High attention to detail and accuracy.