Position Overview:
The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual meets and exceeds the standards set by the company and the client. Some primary responsibilities are as follows:
- Monitors the performance of each team member against specified account/program metrics and provides the necessary support and assistance to exceed or improve those metrics.
- Regularly performs tasks related to team management (i.e., coaching and mentoring, performance feedback-giving) and 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 to fulfill professional growth targets, enhance the account's productivity and the company's overall profitability.
Specific Responsibilities:
- Direct line management with a size of up to 10 to 15 agents.
- Build and shape our Customer Support function, ensuring the team is focused on creating a premium experience for our customers.
- Provide real-time feedback and direction to the team based on current ticket trends and make adjustments to their workflow if necessary.
- Manage performance behavior through effective communication by regular team meetings, daily standups, ticket audits, mentoring, and coaching.
- Analyze, implement, and monitor key performance indicators with a focus on driving results, improving efficiency, and creating quality experiences.
- Spend 25% of your time responding and resolving customer requests in a timely and accurate manner within Zendesk.
- Ensure that agents understand the company’s mission, vision, and behavioral aspects that play a significant 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 can tie company decisions to leadership principles and tenets.
- Must have excellent time management skills.
- Quick to adapt to a fast-paced environment while working to quickly learn how to manage multiple tasks.
- Must have excellent project management skills and client management.
Qualifications:
- 2+ years experience leading Customer/Technical Support teams, preferably in the BPO industry or a high-growth technology company.
- Proven experience as a people leader with a strong passion for building and developing effective talent through effective communication and coaching.
- Experience in Zendesk is required, including building reports and dashboards.
- In-depth knowledge of performance metrics and strong analytical skills to interpret data to inform change.
- A desire and steadfast approach to continuously improve the customer and employee experience.
- Excellent English (C1 proficiency or higher) communication skills both written and verbal.
- Excellent organizational and time-management skills.
- Excellent decision-making skills.
- Must be able to work on graveyards and shifting schedules.
- Completed or working towards a tertiary degree is preferred.
Job Types: Full-time, Permanent
Pay: Php30,000.00 - Php40,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Paid training
- Pay raise
Schedule:
- 8 hour shift
- Night shift
Supplemental Pay:
- 13th month salary
- Overtime pay
- Performance bonus
- Quarterly bonus
Application Question(s):
- Can you start June 17?
- What's your previous and expected salary?
Experience:
- Team Leader (tech related account): 2 years (Preferred)
Location:
- Cebu (Required)
Work Location: In person
Expected Start Date: 06/17/2025