WordPress Live Support, Team Leader

In this role, you will work closely with stakeholders in performing long and short-term capacity planning to determine staffing requirements.

The WordPress Team Lead is responsible for leading a team of front line representatives. The Team Manager will provide guidance, coaching, and motivation to reps to achieve performance targets for quality, productivity, and sales. The manager will work within the team to provide support for all aspects of the customer service experience delivered by their agents including escalated issues, as required. The manager will be proactive about pursuing knowledge of policies, procedures, tools and technical skills. The manager is responsible for all evaluations of agents for ongoing performance improvement and for annual reviews. The manager is responsible for all disciplinary actions for performance and behavioral issues up to and including termination.

Who We Are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you’ll do & how you’ll make your mark.

• Handle all types of customer contacts, most importantly escalated contacts from customers seeking help with their issues.
• Works with Workforce Management to manage break and lunch schedules to meet agent needs without impacting customer service.
• Partners with Training to identify individual representatives’ developmental needs.
• Motivates employees to achieve performance standards of quality, productivity and sales.
• Interprets and communicates work procedures and company policies to representatives.
• Identifies and communicates common customer trends to Pro Design Live / WP Live Senior Manager.
• Handles complaints, settles disputes, and resolve grievances and conflicts
  
  
  

Who you are & what you’ll need to succeed.

• This is an onsite role; candidates must be comfortable working at our Cebu office.
• Must be amenable to working night shifts
• Assistant Team Lead or Team Lead experience is preferred.
• Must have at least 1 year of experience as WordPress Live Support Specialist or similar role.
• Experience in motivating, developing, and leading individuals, identifying the most suitable candidates, and enabling them to achieve their full potential.
• Effective listening and strong verbal and written communication skills for conveying ideas, providing feedback, and fostering collaboration within the team.
• Demonstrated effective time management skills including task prioritization, delegation, and ensuring timely project completion.
• Comfortable in a fast paced, stressful environment.
• Flexibility, multitasking, and willingness to adjust work schedule according to business needs, while maintaining focus on delivering results and driving continuous improvement.
• Track record of achieving measurable results and exceeding performance targets, with a focus on driving productivity, efficiency, and excellence.
  
  
  

Why you’ll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
  
  
  

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.