Team Leader

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 Cebu, Philippines Team is growing and we're looking for an experienced Team Leader to join our Helpware team. 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.

Responsibilities

Managing and overseeing the activities of a team of CSRs/TSRs; Monitoring the performance of each team member against specified account/program metrics and providing support; Performing tasks related to team management (coaching, mentoring, performance feedback) and data reporting; Performing administrative duties for the team (payroll templates); Motivating agents to perform at their maximum capacity; Direct line management for 10-15 agents; Managing performance behavior through regular team meetings, mentoring, and coaching; Reviewing and analyzing performance to drive effectiveness; Ensuring agents understand the company's mission and vision; Overseeing effective implementation of staffing plan and schedule adherence; Nurturing a culture within the team that demonstrates alignment with leadership principles

Requirements

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; 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.

Nice to have

BPO industry experience