Hybrid Team Lead

Role Details
Type of Support: Management
Contract Duration: Full-time
Work Schedule: Monday - Friday, 8am - 5pm HN
Work Type and Location: Hybrid, HN, You will be required to go onsite 1-2 days a week.
Expected Start Date: February 20, 2025
About The Role
At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

What You’ll Do...

• Help to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction and creating process suggestions leading to better business outcomes
• Provide constant valuable feedback for all stakeholders - Program Manager, Partner, and Associates 
• Responsible for leading special projects, evergreen initiatives, and internal/external outreach.
• Lead weekly team meetings or huddles and conducting regular 1:1s with each of your direct reports 
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required 
• Conduct QA, coaching sessions, and side-by-side feedback 
• Provide and/or facilitate training to new hires or current associates as needed
• Support/Assist associates during production and assigning associates to new and different tasks as required 
• Assist with production; emails and chats
• Monitor production levels for each associate and ensure the team is attaining the established SLA (using Zendesk Explore or other metric data tools) 
• Build and maintain the team’s schedule to ensure appropriate coverage 
• Build and maintain an up-to-date knowledge base
• Build and maintain up-to-date performance trackers
• Participate in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Analyze Crescendo Bot trends and containment rates
• Provide areas of improvement for bot containment

What We Expect From You:

• Advanced (C2) English level - spoken and written 
• Proficiency in CRMs, various support tools, and databases (Microsoft Office and Tessitura experience a plus)
• 1+ years of experience as a Team Lead in the BPO industry 
• Impeccable customer care when working with customers with ‘white glove’ care
• High Data Analysis background and knowledge
• Proactive and willing to find solutions to trending issues
• Able to offer insights and reporting as needed 
• Comfortable with a high-velocity environment with shifting priorities
• Organized team player with a personable manner, excellent customer service skills, and the ability to work with a diverse group

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].