Team Lead
Full-time
Helpware
Team Leader | KY or VA, USA | Work setup: Conditional Remote
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.
Ou r 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
- 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
- High school diploma or equivalent
Vacancy posted 11 days ago
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