Customer Care Team Leader

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility as a Team Leader (TL), provide hands-on leadership for daily non-voice operations (email and chat), ensuring consistent execution, operational stability, and strong performance across agreed SLAs and KPIs. This role proactively identifies risks, drives corrective actions, and coaches team members to deliver consistent performance and continuous improvement. As the primary operational representative for HelloConnect, you will build a high-performing team, maintain strong client relationships, and drive continuous improvement to ensure campaign success as the operation scales.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Provide hands-on leadership for daily non-voice operations (email and chat), ensuring stability, schedule adherence, and consistent execution.
• Actively manage SLA and KPI performance (Response times, FCR, Quality, CX Score, Productivity), proactively identifying risks and driving corrective actions before impact.
• Conduct regular team meetings, share updates, and effectively address team concerns.
• Monitor and evaluate team performance, identifying areas for improvement and implementing necessary interventions.
• Assist in the recruitment, onboarding, and training of new team members.
• Conduct regular quality assessments of team members' performance, ensuring adherence to established guidelines.
• Drive continuous performance improvement through regular coaching, QA reviews, and targeted feedback at both the individual and team level.
• Identify skill gaps and partner closely with the Training Manager to address quality, consistency, and knowledge concerns.
• Serve as the day-to-day operational contact for the client, ensuring clear prioritization, alignment on deliverables, and timely escalation of risks or dependencies to the CSM.
• Deliver structured weekly and monthly performance readouts, highlighting trends, risks, and opportunities to support informed decision-making.
• Manage team schedules, monitor adherence, and ensure adequate coverage across shifts to maintain service continuity and meet SLA requirements.
• Identify inefficiencies and implement process improvements to enhance the customer experience, team efficiency, and scalability.
• Collaborate with other teams and departments to streamline processes and enhance overall campaign efficiency.
• Data Literacy: Ability to interpret raw performance data (FCR, SLA, CX Score) and translate it into actionable "Red-to-Green" recovery plans.
• WFM (Workforce Management) Basics: Proficiency in managing shift rotations, schedule adherence, and real-time queue monitoring in a non-voice environment.
• Remote/Hybrid Engagement: Proven ability to keep a team motivated and connected while working across different locations and shifts.

What you’ll bring

• Minimum 3 years as a Team Leader in a non-voice BPO environment (email/chat).
• Strong operational leadership and SLA/KPI ownership.
• Experience working in client-facing roles and campaign launches (highly desirable).
• Experience managing mixed-language teams (German + English preferred).
• Able to adapt to the challenges of working from home, maintaining productivity, communication, and team engagement.
• Excellent communication, reporting, and stakeholder management skills.
• Proficient in Google Sheets/Excel and CRM tools.
• Strong escalation handling and issue resolution.
• Energy/utility billing experience is a plus.
• Strong and stable internet connection with minimal downtime, including a contingency plan for connectivity issues.