About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines 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 Guadalajara, Mexico Team is growing and we're looking for Sales Development Representatives to join our Helpware team.
Operations Team Lead Responsibilities:
- Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.
- Provides continual evaluation of process and procedures.
- Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching daily to each team member.
- Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensure to write and administer performance reviews for skills improvement.
- Manage nesting agents to ensure proper performance before moving to the operations floor.
- Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.
- Assist Operations Manager to resolve customer complaints and issues
- Handling employee related issues and monitoring transaction
- Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
- Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
Required Skills and Experience:
- Bachelor’s degree in any field preferred
- Sales Experience
- Team management experience at least one year preferred
- Minimum of 2 years’ experience within a contact center environment as a Team Leader
- Experience within customer services, inbound and outbound projects preferred.
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Google suit (Gmail, slides and spreadsheets) and MS Office knowledge preferred.
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Creative thinking
- Full Time availability.
- Availability to work from Site.
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
