Customer Care Team Leader

The Role

At HelloConnect, you will be part of a dynamic team in Inoza Tower, BGC 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 in managing the day-to-day planning and operation of your team. This includes making sure that each of the team passes their Service Level Agreement and KPIs. He/She is also in charge of managing the team and making sure everyone adheres to their schedule. As a lead you must be organized and be able to handle responsibility. Part of the role is to be able to train and help in their development in conducting team huddles, coaching sessions, and by recognizing their weaknesses so you can offer solutions to them. Through that, your team will be able to deliver superior customer experience which is the main goal of the department. Aside from creating reports of the team's performance and feedback from your client, the Team Lead should be able to handle issues that might arise (including HR related ones). Not to mention, being creative in terms of thinking of solutions and acting as a mediator between the  management and your team is a must.

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

• Managing the daily operations of the contract center.
• Performance Management/ Ensuring the team is meeting the KPIsset by management.
• Staff recruitment, planning & development.
• Motivating and retaining staff / Leading by example.
• Customer Care Overall Performance.
• Handling customer complaints.
• Phone System maintenance & monitoring.
• Leads and drives the team for continuous improvements towards a set goal.
• Identify agents’ opportunities that affect the performance and agree on an action plan through effective coaching.
• Contribute to  other projects if requested.
• Monitor attendance of team members.

What you’ll bring

• Proven leadership ability / potential.
• Strong people management skills.
• High level of contact center knowledge including contact center systems and metrics.
• Exceptional customer service knowledge and ability
• Performance Management experience.
• High level of computer skills (especially MS Excel).
• Coaching and training experience.
• Confident and articulate communication skills.
• Can do positive attitude.
• goai