Customer Care - Team Leader

The Role

At HelloConnect, you will be part of a dynamic team 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 as a Team Leader (TL), guiding and supporting a team of customer service agents while overseeing daily operations to ensure performance and quality goals are met. You will also act as the bridge between clients, frontline agents, and management, working closely with Training, Operations, and the CX Lead to maintain smooth workflows and a positive team environment.

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

• People Leadership & Team Support
• Provide ongoing motivation, guidance, and support to team members through regular communication and bi-weekly one-on-one meetings (weekly for probationary staff).
• Foster a positive and productive work environment, addressing team concerns and sharing updates through regular team meetings.
• Conduct performance evaluations, provide feedback, and implement necessary interventions for improvement.
• Handle escalated customer issues and complaints professionally and in a timely manner.
• Manage urgent or unexpected tasks as they arise.
  

Performance & Quality Management

• Ensure the team consistently meets daily KPIs for productivity and quality of work.
• Monitor performance, identify knowledge gaps, and address training needs promptly through QA processes.
• Collaborate with the Training and Operations Expert to resolve knowledge gaps and streamline processes.
• Initiate improvements to boost service efficiency and overall campaign effectiveness.
• Dedicate 20% of your time to core customer service tasks to stay aligned with frontline operations.
  
  

Operations, Coordination & Administration

• Assist in the recruitment, onboarding, and training of new team members.
• Manage team schedules to ensure proper coverage.
• Oversee team payroll and timekeeping, ensuring everything is filed accurately and on time.
• Facilitate communication between team members, the CS Lead, and other departments to maintain alignment and transparency.
• Promptly escalate issues or concerns to the CS Lead as needed.
  
  

What We Offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time
  
  

Location: Work from home – Please note that you will need to visit our BGC office to pick up your equipment.

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

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