Team Leader (SURI)

About Us

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.

1. Main purpose of the job

As a Team Leader (TL), your primary role is to provide leadership, guidance, and support to a team of up to 10-15 customer service agents. You will be responsible for overseeing the day-to-day operations of the team, ensuring that performance targets and quality standards are met or exceeded. Additionally, you will act as a liaison between the clients, frontline agents, and upper management, facilitating communication and fostering a positive work environment (work cooperatively with the Training and Operations Expert and the CX Lead to manage the day-to-day work of the department).

2. Key Responsibilities:

Team Leader (SURI):

• Provide ongoing motivation, support, and development to your team through regular communication and bi-weekly one-on-one meetings (weekly for probationary team members).
• Ensure that the team consistently meets daily KPIs related to productivity and quality of work.
• Address any training needs promptly through quality assurance (QA) processes.
• Collaborate with the Training and Operations Expert to identify and address knowledge gaps within the team.
• Handle escalated customer issues and Trustpilot complaints professionally and in a timely manner.
• Proactively initiate changes to improve service efficiency and effectiveness.
• Dedicate 20% of your time to performing core customer service tasks to maintain a solid understanding of the role and be ready to assist when needed.

• Promptly flag any issues or concerns to the CS Lead.

• Maintain effective communication with the CS Lead to ensure alignment and transparency.

HelloConnect Team Lead:

• Provide guidance, support, and direction to team members, fostering a positive and productive work environment.
• Conduct regular team meetings, share updates, and address team concerns effectively.
• Monitor and evaluate team performance, identifying areas for improvement and implementing necessary interventions.
• Assist in the recruitment, onboarding, and training of new team members.
• Collaborate with other teams and departments to streamline processes and enhance overall campaign efficiency.
• Conducting performance evaluations and providing feedback to team members.

• Managing team schedules and ensuring adequate coverage.

• Managing team’s payroll and timekeeping making sure everything is filed timely and accurately

• Handling any urgent or unexpected tasks that arise within the team.

• Facilitating communication between team members and other departments.

Campaign Specific Required skills

• Organised and calm under pressure

• Initiative and proactivity

• Ability to prioritise and handle efficiently the multiple facets of the role

• Ability to work collaboratively with other team leaders

• Attention to detail.

• The ability to take ownership

• The ability to give objective feedback constructively

• The ability to see the bigger picture and think strategically

• The ability to motivate your team

Required experience

• A sound knowledge of the campaign’s systems and process

• Good business judgement

• A passion for customer service

Required Attitude

• A calm, mature approach

• a can-do attitude

• Positive about change

• An appreciation and enthusiasm for the campaign’s vision of making the world a better place.

• A thirst for personal development and continuous improvement

• Honesty, integrity and a hard-working attitude

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.