Customer Care Team Leader

The Role

At HelloConnect, you will be part of a dynamic team in (Inoza tower, BGC) that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

As Team Leader, you drive operational excellence and accountability by managing daily agent performance, maintaining quality standards, and acting as a strategic liaison between leadership, clients, and frontline staff—fostering a high-performance culture in collaboration with CX and Training experts. You will be contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Team Leadership & Coaching: Drive agent development, performance, and recruitment through regular 1-on-1s, root-cause analysis, direct feedback, and dedicated onboarding.

• Operational & Administrative Oversight: Oversee daily queue coverage, workforce management, schedule planning, payroll/timekeeping, and complex issue escalations.

• Hands-on Core Support: Spend 20% of time performing core customer service tasks to maintain a grounded understanding of front-line operations and assist during high volumes.

• Recommendation-Led Communication: Provide proactive, solution-oriented updates to stakeholders and CS Leads, emphasizing actionable proposals over passive status reporting.

• Continuous Improvement & QA: Partner with cross-functional experts to address skill gaps, refine workflows, and streamline processes using data-driven insights.

• AI & Platform Optimization: Leverage approved AI tools and CX platform capabilities to improve team reporting, efficiency, and continuous improvement while maintaining data privacy.

What you’ll bring

• Technical CX & CRM Expertise: Deep power-user proficiency in e-commerce CX platforms (e.g., Gorgias)—leveraging rules, macros, tags, and automation to optimize queue management and team efficiency.

• AI & Data Privacy Skills: Hands-on experience using approved AI tools to enhance reporting, analysis, and coaching, while rigorously ensuring data privacy compliance and accuracy.

• Proactive & Solution-Oriented Leadership: High accountability and composure under pressure, leading with actionable, recommendation-driven solutions rather than passive updates.

• Analytical & Root-Cause Capabilities: Ability to perform root-cause analysis, track continuous improvement pipelines, and connect daily operational metrics to broader business goals.

• Stakeholder & Team Collaboration: Strong cross-functional partnership skills with a track record of client-facing management and delivering objective, constructive team feedback.

• Adaptability & Work Ethic: High emotional maturity, integrity, and enthusiasm for navigating operational shifts, continuous self-development, and campaign pivots.

 

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

Note:

This job description is not exhaustive and may be subject to changes or modifications as required by the needs of the business.

Job Expectations:

• Must be amenable to work on mid-shift schedule, weekends and holidays depending on business needs.
• Open to working from home as required, based on the current demands of the campaign.

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