Position Overview:
The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual meets and exceeds the standards set by the company and the client. Some primary responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics and provides the necessary support and assistance to exceed or improve those metrics.

• Regularly performs tasks related to team management (i.e., coaching and mentoring, performance feedback-giving) and data reporting on the team’s performance. Performs administrative duties for the team (i.e., payroll templates).

• Motivates agents to perform at their maximum capacity to fulfill professional growth targets, and enhance the account's productivity and the company's overall profitability.

Specific Responsibilities:

• Direct line management with a size of up to 5 agents.

• Build and shape our Customer Support function, ensuring the team is focused on creating a premium experience for our customers.

• Provide real-time feedback and direction to the team based on current ticket trends and make adjustments to their workflow if necessary.

• Manage performance behavior through effective communication by regular team meetings, daily standups, ticket audits, mentoring, and coaching.

• Analyze, implement, and monitor key performance indicators with a focus on driving results, improving efficiency, and creating quality experiences.

• Spend 25% of your time responding and resolving customer requests in a timely and accurate manner within Zendesk.

• Ensure that agents understand the company’s mission, vision, and behavioral aspects that play a significant role in their yearly performance evaluation/reviews.

• Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.

• Nurture a culture within the team that demonstrates alignment with leadership principles. One that can tie company decisions to leadership principles and tenets.

• Must have excellent time management skills.

• Quick to adapt to a fast-paced environment while working to quickly learn how to manage multiple tasks.

• Must have excellent project management skills and client management.

Qualifications:

• 5+ years of work experience, preferably with a technical Saa S product.

• 2+ years of experience leading Customer/Technical Support teams, preferably in the BPO industry or a high-growth technology company.

• Proven experience as a people leader with a strong passion for building and developing effective talent through effective communication and coaching.

• Experience in Zendesk is required, including building reports and dashboards.

• In-depth knowledge of performance metrics and strong analytical skills to interpret data to inform change.

• A desire and steadfast approach to continuously improve the customer and employee experience.

• Excellent English (C1 proficiency or higher) communication skills both written and verbal.

• Excellent organizational and time-management skills.

• Excellent decision-making skills.

• Must be able to work in BGC, Taguig, and from home.

• Must be able to work on graveyards and shifting schedules.

• Completed or working towards a tertiary degree is preferred.

Supportware Philippines Inc. is currently in partnership with Helpware.
Supportware's main goal is to provide its client, Helpware, with excellent business process solutions and to achieve the optimum job-person match.
On behalf of Supportware Philippines, you can discuss and explore current job opportunities within Helpware.
Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.
Job Type: Full-time
Benefits:

• Health insurance
• Life insurance
• Paid training
• Pay raise
• Work from home

Schedule:

• Night shift

Supplemental Pay:

• 13th month salary
• Bonus pay
• Performance bonus

Ability to commute/relocate:

• Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Must have Team Leader experience and handles 5-10 agents.
• Knowledgeable in Zendesk?
• Can start as soon as possible?