Team Lead

Helpware; Martinsville (VA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Helpware is seeking a Team Leader for KY or VA, USA with a conditional remote work setup. The role centers on guiding a customer service team, driving KPI performance, coaching staff, and optimizing operations in a fast-paced BPO environment.

Ideal candidates bring at least 1 year in BPO, excellent business communication, and strong organizational skills. The position advances a supportive, confidential culture and offers growth within Helpware's global teams.

Qualifications

• Outstanding verbal and written communication in business terms.
• Ability to multitask and prioritize.
• Solid problem-solving skills.
• Strong organizational skills.
• Quick thinkers & able to adapt.
• Capable of maintaining confidentiality around proprietary information.
• 1+ years of experience in BPO call center.
• High school diploma or equivalent.

Responsibilities

• Provide daily operational direction and communicate with assigned employees to drive service metrics.
• Evaluate processes and suggest improvements for efficiency and service quality.
• Provide regular performance coaching and feedback to team members.
• Write and administer performance reviews for skill development.
• Coach employees using best-in-class facilitation methods to meet performance standards.
• Motivate customer service representatives to hit KPIs and metrics.
• Utilize Helpware and client tools for customer support.
• Commitment to a 40 hour work week.

Skills

Verbal & written communication

Multitasking & prioritization

Problem solving

Organizational skills

Adaptability

Team leadership

Confidentiality

Quick thinking

Education

High school diploma or equivalent

Job description

Team Leader | KY or VA, USA | Work setup: Conditional Remote

About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines and Germany which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our US team is growing and we're looking for an experienced Team Leader to join our Helpware team.

Primary Responsibilities:

• Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics.
• Provides continual evaluation of process and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement, Should always be available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Provide direction to identify and utilize best-in-class facilitation methods and techniques to coach employees to meet business performance standards, Incorporate performance intervention to accelerate learning.
• Responsible for managing and motivating the customer service representatives to work simultaneously with them to hit KPIs and metrics.
• Utilize various Helpware and client-based tools and applications for customer support
• Fully dedicated to a 40 hour work week

Qualifications:

• At least 1+ years of experience in BPO call center
• Outstanding verbal and written communication in business terms
• Capability to maintain the highest confidentiality around company proprietary information
• Ability to multitask and prioritize
• Solid problem-solving skills
• Strong organizational skills
• Quick thinkers & able to adapt
• High school diploma or equivalent