Team Lead

Role Details
Type of Support: Omnichannel (Email, chat, phone, tickets, video calls)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: December, 05, 2024

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 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.
As a Team Lead at PartnerHero You’ll:

• 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 - Program Manager, Partner, and Associates
• 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
• Coaching sessions, and side-by-side feedback (plug-ins)
• Provide and 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 metric data tools)
• Team Lead 70/30 Production Time Allocation:
  • 70% of your time: Focus on supporting your team with production needs using omnichannel tools (phone calls, emails, tickets, chats, video calls etc.) including account and project tasks or addressing immediate partner requests.
  • 30% of your time: Dedicate to performance management activities such as coaching sessions, 1:1 meetings, partner interactions, and PH-related deliverables.
• 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
• Ensure all applicable PartnerHero policies are followed

The Team Lead facilitates successful operations for their LOBs (Account Manager, Projects and Support). 
Account Manager Team: 
Their account manager team is a strategic and supportive partner for our clients. They do this by building close relationships with our clients and gaining a deep understanding of their businesses and facility needs. They are focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping the growth team with upsells and renewals. Ultimately, working directly with clients to help solve their problems and ensure their satisfaction while they have an active account with us.
Projects and Support Team: 
Their Projects and Support team is responsible for overseeing all of the projects from their clients from start to finish. They handle all aspects of the process and address any issues along the way to ensure the project runs smoothly. Identify partner vendors, qualify their ability and credentials, negotiate bids, schedule walkthroughs, and services, address issues/complications, and follow up with clients to ensure satisfaction. They also work closely with the Account Manager Team to ensure that all client expectations are being met.
What both teams do:

• Serve as the primary point of contact for customers across their lifecycle: onboarding, education, adoption, value realization, and value expansion.
• Investigate and implement measures to reduce the churn rate across your direct portfolios.
• Guide outcomes for all projects. Identify areas of opportunity for existing clients in helping them become more efficient with the products and services, including revenue generation opportunities (upsells and renewals).
• Onboard clients seamlessly with a high degree of personal touch. Teach clients and providers to use our software and marketplace effectively.
• Deepen customer engagement and satisfaction by frequently checking in with clients to identify ways to improve service outcomes or provide additional services. 
• Communicate quickly and professionally with clients and partners via email and phone to keep all parties up to date on the projects.
• Be responsible for your metrics including response times, project close rate, project retention rate, client satisfaction, and partner satisfaction.
• Build relationships with and enable the success of our partners.
• Respond to and resolve client and vendor escalations. 
• Identify and implement process improvement opportunities within the organization, including the product and sales teams.

What We Expect From You:

• Minimum of 2 years experience in being a Team Lead in the BPO industry
• Advanced English skills - spoken, written, and comprehension
• Embody and exemplify the PartnerHero core values consistently and set the tone for others: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust
• Must have a thorough understanding of the partner’s processes, tools, and metrics
• Team-oriented focus with strong collaboration skills
• Ability to use sound judgment and take responsive action effectively and timely when appropriate
• Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team in achieving business objectives
• Excellent relationship-building skills with the ability to communicate and collaborate across all organizational levels
• Flexibility amid an ever-changing and growing environment

What You’ll Get In Return:

• Hybrid working arrangements
• 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].