Team Leader

🔥 0 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $23 / hour

⏰ Full Time

🟠 Senior

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Helpware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

💰 Seed Round on 2016-01

Logistics • Marketing • Consulting

Helpware is a digitally enabled People as a Services Outsourcer dedicated to enhancing customer experiences for high-growth, market-disrupting, and technology companies. They specialize in providing a wide array of services such as digital customer experience, content control and verification, AI-driven customer service, back-office support, and data labeling. Helpware also assists in areas like digital marketing support, cybersecurity, and software development. Operating globally, they offer culturally aligned and scalable team solutions across multiple countries. Helpware aims to drive brand loyalty and efficiency for its clients by providing human task services integrated with technology solutions.

📋 Description

• Serve as the escalation point for Tier 2 inquiries • Provide daily direction and communication to employees handling service, technical, marketing calls, chats, emails, and transactions • Continually evaluate processes and procedures and suggest improvements to operations, efficiency, and service • Provide statistical and performance feedback and daily coaching to team members • Support employees experiencing work or personal problems through coaching, counseling, direction, and resolution • Write and administer performance reviews for skills improvement • Manage nesting agents and ensure proper performance before they move to the operations floor • Implement performance interventions to accelerate learning • Manage and motivate Customer Service Representatives to achieve KPIs and metrics • Assist the Operations Manager in resolving customer complaints and issues • Handle employee-related issues and monitor transactions • Monitor team performance using NPS, CSAT, FCR, adherence, and attrition metrics • Ensure employees follow company policies, procedures, guidelines, rules, and work standards • Apply performance management and disciplinary measures fairly and consistently

🎯 Requirements

• At least 2–4 years of experience in customer service, contact center operations, or a related field • Prior supervisory or team leadership experience preferred • Proven experience leading, coaching, and developing frontline teams to achieve performance goals • Strong knowledge of contact center KPIs, including CSAT, NPS, FCR, adherence, productivity, and quality metrics • Excellent leadership, communication, coaching, conflict resolution, and decision-making skills • Experience handling customer escalations, performance management, and employee relations • Proficiency in CRM, workforce, and reporting tools • Ability to analyze performance data and drive continuous improvement • Ability to multitask and prioritize in a fast-paced, metrics-driven environment