IJP: Senior Team Leader (Manila)

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

As a Senior Team Leader, you will lead and empower Team Leaders, Assistant Team Leaders, and Subject Matter Experts (SMEs) to excel. Your role includes mentoring and supporting them to maximize their teams performance while fostering a culture of collaboration, accountability, and excellence. Working closely with the Assistant Operations Manager and Operations Manager, you will ensure clear goals and priorities are communicated. By partnering with the engagement team and HR, you will promote a fair, supportive, and positive work environment where teams can thrive. You will serve as the primary point of contact between the HelloConnect Team and your assigned market or account, facilitating effective communication, encouraging feedback, and maintaining strong client relationships.

Day To Day Responsibilities

Operational Support

• Bridge the production floor & Operations Managers with concise feedback and collaboration
• Set daily agendas and lead floor priorities in collaboration with the Real-Time Team.
• Manage escalations and ensure service levels are met.
• Proactively identify issues and promptly escalate to minimize operational impact.
• Oversee NTE tracking, documentation, hearings & follow-ups.
• Attend administrative hearings when required
• Lead daily huddles and conduct regular 1:1s to drive performance and development.
• Drive process improvements based on customer feedback.
• Assist Team Leaders in identifying agents who require performance management, review and proofread PIPs, guide Leaders through coaching processes.
• Provide regular updates to the AOM/OM regarding concerns and outcomes.
• Conduct regular one-on-one meetings, fostering a culture of continuous improvement
• Work closely with the RTPA team to manage floor priorities, ensuring capacity is maintained and offline tasks are carried out only when service levels are met or when absolutely necessary.
  
  
  

Employee Engagement and Culture

• Foster collaboration with HR and engagement teams to ensure employee satisfaction from happiness surveys
• Support a professional, engaged, and inclusive team culture aligned with company values.
• Encourage open feedback and active participation in team initiatives.
• Identify training needs, collaborating with L&D and QA to address skill gaps.
• Prepare the team for new projects and changes through proactive training.
• Support self-development for yourself and your team.
  
  
  

Performance and Reporting

• Identify and address performance or behavioral issues with Team Leaders.
• Develop succession plans and PDPs to build future leaders.
• Act as the main contact for market/account heads, ensuring clear communication and strong relationships.
• prepare, present & share performance updates, feedback, and insights with stakeholders regularly.
• Track and report key metrics, addressing performance gaps with actionable solutions.
• Partner with the AOM/OM to track and analyze key metrics that measure the impact of learning and development efforts.
• Share operational and customer insights with leadership to drive improvement.
• Inspire the team with clear objectives and a commitment to service excellence.
• Promote accountability, ownership, and pride in delivering high-quality outcomes.
• Identify action points and collaborate with trainers and QA Coaches to ensure skills and knowledge are effectively enhanced.
• Provide the AOM/OM with updates on team performance, trends, staff movements, and ongoing improvement efforts.
  
  
  

Required Skills & Key Competencies:

• Proven leadership ability with strong people management skills.
• High-level understanding of contact centre systems, metrics, and operations.
• Exceptional customer service expertise and performance management experience.
• Extremely strong communicator across a variety of seniority levels.
• Proficiency in Google Suite; experience with Genesys Cloud is a plus.
• Strong coaching, training and effective feedback experience through a method like GROW
• Ability to implement and integrate continuous improvement strategies.
• Knowledge of occupational health and safety best practices.
• Positive, can-do attitude who leads by example. People focused and results driven
• Performance Management expertise for individuals and teams.