[HELLOCONNECT] Team Leader - Blended Customer Care

About 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. We are seeking an experienced, foundational Team Leader to spearhead operations for a brand-new customer care support campaign in the e-commerce meal and food retail space. In this blended campaign-spanning email, phone, and social media channels-you will be responsible for building, motivating, and managing a high-performing team of customer care specialists. Your primary focus is to establish the account's operational benchmarks, manage day-to-day omni-channel metrics, and maintain a seamless, direct feedback loop with the client team during regular syncs and check-ins. If you are a proactive leader who thrives during account launches and excels at driving team productivity, phone SLA adherence, and customer care quality, this role allows you to make an immediate strategic impact.

Responsibilities

• Client Relationship Management:
• Support the Customer Success Manager (CSM) as the primary point of contact for assigned clients.
• Understand client needs and expectations, ensuring they are met or exceeded in daily operations.
• Maintain regular day-to-day interaction with the client to ensure smooth operations and alignment.
• Conducts weekly business meetings and performance read outs
• Act as an advocate for the client within the organisation, escalating concerns to the CSM when required.
• Team Management:
• Lead, motivate, and mentor a team of 10-15 agents.
• Set performance expectations and monitor daily results
• Conduct coaching, performance reviews, and regular team huddles
• Maintain attendance, schedule adherence, and team engagement
• Manage team's payroll and timekeeping making sure everything is filed timely and accurately
• Training and Development:
• Identify training needs and coordinate coaching sessions
• Support continuous improvement in quality and service delivery
• Work closely with the client and Training Manager for coaching and QA support.
• Reporting:
• Generate performance reports and provide insights to management and clients.
• Manage escalations and support resolution for complex issues.
• Collaborate with HR on performance or behaviour concerns.
• Collaboration:
• Collaborate with other departments to streamline processes and enhance overall business performance.
• Act as a liaison between the team and upper management

Requirements

• Omnichannel Leadership & Metrics: Proven experience as a Team Leader in a blended e-commerce environment. Able to motivate a team, manage phone SLAs, and drive collective targets.
• Technical Stack Familiarity: Solid experience navigating e-commerce platforms and CRMs. Has a sound knowledge of campaign systems and processes, with the ability to quickly adapt to new tools.
• Versatile Communication & Coaching: Exceptional written and verbal English skills.
• Competent at reading customer nuances, coaching agents on human connection across all channels, and delivering objective, constructive feedback to the team.
• Operational Control & Prioritization: Organized, calm under pressure, and able to efficiently prioritize multiple tasks. Demonstrates good business judgment, attention to detail, and a passion for customer service.
• Strategic & Collaborative Mindset: Highly collaborative with peer team leaders.
• Possesses the ability to see the bigger picture, think strategically, take full ownership of duties, and drive proactive initiatives.
• Reliability & Flexibility: Strong commitment to excellent attendance. Flexible with schedules and willing to manage or render overtime to support account scaling and business needs.
• Professional Integrity & Autonomy: A highly diligent self-starter who works efficiently with minimal supervision. Driven by honesty, integrity, and a strong work ethic.
• Required Leadership Attitude:
• A calm, mature approach with a proactive, "can-do" attitude.
• Positive and adaptive toward change and account evolution.
• A thirst for personal development and continuous improvement.
• An appreciation and enthusiasm for the campaign's vision of making the world a better place.

Benefits

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