Team Leader

Position Overview:

The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual meets and exceeds the standards set by the company and the client. Some primary responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics and provides the necessary support and assistance to exceed or improve those metrics.

• Regularly performs tasks related to team management (i.e., coaching and mentoring, performance feedback-giving) and data reporting on the team’s performance. Performs administrative duties for the team (i.e., payroll templates).

• Motivates agents to perform at their maximum capacity to fulfill professional growth targets, enhance the account's productivity and the company's overall profitability.

Specific Responsibilities:

• Direct line management with a size of up to 10 to 15 agents.

• Build and shape our Customer Support function, ensuring the team is focused on creating a premium experience for our customers.

• Provide real-time feedback and direction to the team based on current ticket trends and make adjustments to their workflow if necessary.

• Manage performance behavior through effective communication by regular team meetings, daily standups, ticket audits, mentoring, and coaching.

• Analyze, implement, and monitor key performance indicators with a focus on driving results, improving efficiency, and creating quality experiences.

• Spend 25% of your time responding and resolving customer requests in a timely and accurate manner within Zendesk.

• Ensure that agents understand the company’s mission, vision, and behavioral aspects that play a significant 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 can tie company decisions to leadership principles and tenets.

• Must have excellent time management skills.

• Quick to adapt to a fast-paced environment while working to quickly learn how to manage multiple tasks.

• Must have excellent project management skills and client management.

Qualifications:

• 2+ years experience leading Customer/Technical Support teams, preferably in the BPO industry or a high-growth technology company.

• Proven experience as a people leader with a strong passion for building and developing effective talent through effective communication and coaching.

• Experience in Zendesk is required, including building reports and dashboards.

• In-depth knowledge of performance metrics and strong analytical skills to interpret data to inform change.

• A desire and steadfast approach to continuously improve the customer and employee experience.

• Excellent English (C1 proficiency or higher) communication skills both written and verbal.

• Excellent organizational and time-management skills.

• Excellent decision-making skills.

• Must be able to work on graveyards and shifting schedules.

• Completed or working towards a tertiary degree is preferred.