Team Lead

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