Team Leader (H)

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.

Position Overview:

The Team Leader will be responsible for managing and overseeing a team of Customer Support Representatives handling the client's customer support operations. The role ensures that the team consistently delivers high-quality support, meets defined service level agreements (SLAs), follows operational processes, and provides accurate and timely resolutions to customer requests.

The Team Leader will provide daily guidance, performance coaching, and operational support to ensure team members effectively manage customer support tickets, user access requests, account configurations, competitive set management, reporting inquiries, and other operational tasks while maintaining a high level of customer satisfaction.

Specific 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 intervention 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 transaction
• 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.

Qualification:

• Minimum of 2+ years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.
• Strong communication skills with the ability to collaborate with internal teams and external stakeholders.
• Proven work experience as a team leader or supervisor.
• In-depth knowledge of performance metrics.
• Excellent leadership skills.
• Organizational and time-management skills.
• Excellent decision-making skills
• Experience with CRM systems and support tools is preferred.
• Must be amenable to work on graveyard and shifting schedules.