This listing was posted on The Resumator.
(BPO) Team Lead - EdTech Account
Location:
Metro Manila
Description:
Role Details Type of Support: Omnichannel (Email, chat, phone, social media) Contract Duration: Permanent Work Schedule: To be Determined Work type and Location: Hybrid, Metro Manila Target Start Date: August 1st, 2024 About The Role At PartnerHero, our Team Lead leads a team of associates, optimizing team performance for a specific Partner/program. As a Team Lead, you will play a critical role in overseeing and managing the operations of a team dedicated to servicing food delivery clients. Your primary responsibility will be to ensure that the team meets or exceeds performance metrics, delivers exceptional customer service, and contributes to the overall success of the account. What you'll do: Helping to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction and creating process suggestions leading to better business outcomes Providing constant valuable feedback for all stakeholders - Program Manager, Partner, and Associates Leading weekly team meetings or huddles and conducting regular 1:1s with each of your direct reports Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required Conducting QA, coaching sessions, and side-by-side feedback (plug-ins) Providing and facilitating training to new hires or current associates as needed Supporting/Assisting associates during production and assigning associates to new and different tasks as required Monitoring production levels for each associate (using Zendesk Explore or other metric data tools) Building and maintaining the team’s schedule to ensure appropriate coverage Participating in the hiring process by helping to identify and select ideal candidates according to the program’s needs Ensuring all applicable PartnerHero policies are followed What we expect from you: 2 or more years of experience as a Team Lead for a BPO Company Ability to lead and motivate a team of customer support associates. Ability to handle conflicts within the team. Excellent communication skills Ability to analyze problems and develop effective solutions. Strong organizational and time management skills What you will get in return Hybrid workplace - depending on the partner, role, management, and/or personal workspace Overtime is available if applicable Full-time employment Competitive compensation based on experience A dedicated wellness program, including support from an in-house psychologist Attractive benefits package including medical, dental, and vision options based on location Access to free posture-based fitness workouts from home Paid Sabbatical Leave Training opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Company Culture Is At Our Core Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally. Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact XXXX@partnerhero.com. PRIVACY NOTICE PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .Powered by JazzHR
Company:
Partnerhero
Posted:
June 28 on The Resumator
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