Team Lead

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April 17

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Hands Working Virtually, Inc.

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B2B • eCommerce • Healthcare Insurance

Hands Working Virtually, Inc. is a leading business process outsourcing (BPO) firm specializing in delivering expert solutions across several industries, including eCommerce, healthcare, law firms, and short-term rentals. The company focuses on streamlining, optimizing, and making business processes cost-effective for its clients. With a skilled team experienced in managing complex business tasks, they provide customized solutions that drive efficiency, innovation, and growth. Hands Working Virtually, Inc. is committed to quality, customer satisfaction, and being a reliable partner to ensure an excellent service experience for all clients.

51 - 200 employees

🤝 B2B

🛍️ eCommerce

⚕️ Healthcare Insurance

📋 Description

• Coordinate Customer Service Team(s) for various campaigns. • Provide direct customer support as needed. • Review and resolve escalations promptly. • Evaluate team members' performance. • Contribute to process improvement initiatives. • Facilitate training for new hires and support agents/clients during the nesting period. • Review and approve timesheets via ODOO. • Serve as a liaison between teams and clients when necessary. • Oversee attendance, performance, quality, coaching, and mentoring. • Collaborate closely with the QA team. • Conduct audits and coach agents on calls, emails, and possibly chats. • Attend bi-weekly management meetings. • Assist in maintaining SOPs, Knowledgebase, and Training Documents. • Daily check-ins with each team. • Thoroughly review each day's work to ensure agents meet KPIs, Metrics, and Goals.

🎯 Requirements

• Proven experience in managing small to large teams. • Expertise in Quality Assurance processes. • Expertise in Training processes. • Call center management experience is essential. • Proficient in reporting and analysis. • Excellent command of English grammar. • In-depth knowledge of eCommerce platforms (Shopify, Magento, Woo Commerce, Big Commerce). • Familiarity with Customer Support Ticketing Platforms (Zendesk, Gorgias, Five9). • 5+ years of hands-on Customer Support experience. • Strong leadership and team management skills. • Demonstrated abilities in performance evaluation, conflict resolution, and problem-solving. • Effective communication skills.