Team Leader

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 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 and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as 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 in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
• Handle escalated tickets or calls and coordinate with clients

Specific Responsibilities:

• Direct line management for Helpware with a size of 10-15 agents.
• Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
• Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
• Ensure that agents have an understanding of the company’s mission and vision and behavioral aspects that play a major 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 is able to tie company decisions and to leadership principles and tenets.
• Must have excellent time management skills.
• Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks 
• Must have excellent project management skills and client management.

Qualifications:

• 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.
• Organizational and time-management skills.
• Excellent decision-making skills
• Must be amenable to work on graveyard and shifting schedules.