Team Lead (Actin)

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

Primary Responsibilities:

• 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 process 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 interventions 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 transactions.

• 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.

• Support recapture and retargeting activities and demonstrate proficiency in Zendesk.

• Perform customer support duties in addition to Team Lead responsibilities.

• Be trained by Client and ensure that Customer Support personnel are appropriately trained.

• Manage the day-to-day performance of Customer Support based on Client training

Qualifications:

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

• Must have experience in Telehealth.

• Must have experience in Direct-to-Consumer (DTC) operations.

• Must have experience using Zendesk.

• GLP-1–specific experience is a plus.

• 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 on graveyard and shifting schedules.