Team Leader- Call Center
About Us
Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines and Germany 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 US team is growing and we're looking for an experienced Team Leader to join our Helpware team.
Primary Responsibilities:
- Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics.
- Provides continual evaluation of process and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Writes and administers performance reviews for skill improvement, Should always be available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Provide direction to identify and utilize best-in-class facilitation methods and techniques to coach employees to meet business performance standards, Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating the customer service representatives to work simultaneously with them to hit KPIs and metrics.
- Utilize various Helpware and client-based tools and applications for customer support
- Review and approve agent timesheet in our timekeeping system
- Work closely with the Operations Manager in the WBR presentation on project’s performance/operational status (weekly/Bi-weekly call with client)
- Fully dedicated to a 40 hour work week
Qualifications:
- At least 1+ years of experience in BPO call center
- Outstanding verbal and written communication in business terms
- Capability to maintain the highest confidentiality around company proprietary information
- Ability to multitask and prioritize
- Solid problem-solving skills
- Strong organizational skills
- Quick thinkers & able to adapt
- Highschool diploma or equivalent