Team Leader- Call Center
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.
Our 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
- Highschool diploma or equivalent
Top Skills
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
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