Overnight Team Lead

Role Details 
Contract Type: Full-time
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm 
Work Schedule: Monday - Friday, 11:00 pm - 7:00 am 
Work type and Location: Remote - San Pedro Sula & Tegucigalpa | You are required to go to the office two days a week during training, with the specific days to be defined
Start Date: January 30, 2025

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.
What You’ll Do:

• Work with multiple programs simultaneously based on a 1:8 / 1:12 ratios
• Help to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction and creating process suggestions leading to better business outcomes
• Provide constant valuable feedback for all stakeholders: Manager(s), Partner and Associates 
• Be responsible for leading special projects, evergreen initiatives, and internal/external outreach
• Lead weekly team meetings or huddles and conduct regular 1:1s with each of your direct reports 
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required 
• Conduct QA, coaching sessions, and side-by-side feedback (plug-ins) 
• Provide and/or facilitate training to new hires or current associates as needed
• Support/Assist associates during production and assigning associates to new and different tasks as required 
• Monitor production levels for each associate (using Zendesk Explore or other metric data tools) 
• Build and maintain the team’s schedule to ensure appropriate coverage 
• Participate in the hiring process by helping to identify and select ideal candidates according to the program’s needs

What We Expect From You:

• 1+ years of experience in leadership roles
• Experience working in overnight shifts
• Advanced English level - spoken and written
• Dependable, motivated, and self-starter, with the ability to work independently
• High adaptability, savvy, and open to learning new skills
• Strong communication skills to assertively manage conversations with various stakeholders
• Ability to multitask and prioritize based on program/company needs
• Previous experience or knowledge in data analysis is highly preferred
• Able to offer insights and reporting as needed
• Comfortable with a high-velocity environment with shifting priorities
• Organized team player with great interpersonal skills, excellent customer service skills, and the ability to work with a diverse group

What You’ll Get In Return:

• Hybrid working arrangements - you will change this if not hybrid
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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].