IJP: Assistant Team Leader (UK)

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.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

Managing the daily operations of the contact centre.

• Ensure staff levels are in line with incoming volume patterns to ensure that service levels are achieved with the set target %, e.g. if 2 agents call in sick ensure you find coverage.
• Plan breaks for each team member a week in advance and ensure agents take their breaks at the allocated time. This must be monitored and adjusted based on incoming volumes.
• Daily attendance/arrival times and real-time status usage of individual agents are to be monitored closely to achieve the highest level of productivity and it needs to be ensured that times worked are always recorded correctly.
• Set priorities, plan workload, meet deadlines.
• Communicate updates, overall team performance and statistics to the team on a regular basis.
• Looking for trends in interactions and proactively reporting to the relevant teams. While we are a growing brand it is crucial you report these trends as a matter of urgency.
• Ensure you are real-time monitoring the performance of the customer care team and individual agents' performance.
• Work alongside the logistics team and couriers to ensure all delivery information is communicated correctly to agents in an effective manner.
• Be flexible to manage any other ad-hoc campaigns.

Performance Management / Ensuring the team is meeting the KPIs set by management.

• Play an integral role in achieving and maintaining Contact Centre KPIs set by management both in terms of supervising agents to achieve individual and group targets, and focusing on personal performance and leading by example.
• All Agents should have a view of the performance from the previous day as a team and their individual performance. You are responsible for holding daily huddles/briefings for your team to discuss updates, performance,motivate your team and acknowledge agents.
• A large portion of your week should be spent understanding your agent's performance, spending time coaching and shadowing agents to provide real-time feedback, support and guidance.
• Working alongside the local Training & QA Coaches to assist your team in the achievements of KPIs, understand areas of improvement with their QA and to discuss any concerns in knowledge gaps.
• Attend regular meetings with our Operation Manager to identify any areas of concern with the Contact Centre, assess Agents and discuss positive & negative points, and then ensure resulting actions are followed up/implemented.
• You must follow the correct HR procedures when managing agents' performance, Performance Improvement Plans (PIP) must be documented and organised correctly.
• Manila only NTEs should be managed on time and with a matter of urgency to avoid any negative behaviors continuing. You must keep your local HR team informed.
• Proactively flag any critical agent issues with performance/attendance and flag with the Project Lead or HR if necessary.

Staff recruitment, planning & development

• Create a motivated and positive working culture within your team in alignment with the company values.
• Provide feedback to the Project Lead and Operations Manager when you notice an area of improvement.
• High levels of productivity and adaptability to change
• 100% competency as a Customer Care Agent and must show evidence of being on queue to maintain your knowledge and support during critical periods
• Maintain a high level of working knowledge of procedures, the product itself, promotions, Logistics
• Act as a point of escalation for Agents and assist in solving issues wherever possible providing coaching to agents along the way. The Training & Quality Manager/ Specialist is your source of knowledge and should be used as a guide when unsure of a procedure.
• Lead by example by demonstrating correct OHS. Report concerns to the Contact Centre Manager. Ensuring your office is a safe environment for your team.
• Ensure the team feels fully supported on the floor at all times.

Customer Care Overall Performance

• Minimise response times in order to increase customer satisfaction.
• Work with our RTA team to ensure service levels are achieved daily and that your agents are displaying the correct behaviors (not responding / ACW etc).
• Deep dive into areas which are underperforming and coach your agents. Work with your agents to understand where you can support them in terms of process improvements and knowledge gaps to ensure they have the best chance of achieving the KPIs set.

Handling customer complaints

• Understand full functionality of the hardware and software platforms we use.
• Maintain the Contact Centre wallboards making sure they are always available and logged in. Be a point of contact for out of hours IT support should the phone system or internet go down Discuss any faults or problems with managers.
• Be across all IT procedures and contacts.

HelloFresh Customer Care Competencies / Required Skills

• Proven leadership ability / potential
• Strong people management skills
• High level of contact centre knowledge including contact centre systems and metrics. Exceptional customer service knowledge and ability
• Performance Management experience.
• High level of computer skills (especially MS Excel)
• Coaching and training experience.
• Confident and articulate communication skills
• Can do positive attitude
• Leads by example
• OH & S
• Ability to implement and integrate continuous improvements and strategies as outlined by the Manager