The Role

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

In this role, you will take on a key responsibility as a Team Leader (TL), guiding & supporting a team of customer service agents while overseeing daily operations to ensure performance & quality goals are met. You will also act as the bridge between clients, frontline agents, & management, working closely with Training, Operations, & the CX Lead to maintain smooth workflows & a positive team environment.

Were looking for passionate individuals who can bring their unique skills & ideas to the table. Even if you don't meet every requirement but believe youd excel in this role, wed love to hear from you!

What youll do

• People Leadership & Team Support

  • Provide ongoing motivation, guidance, & support to team members through regular communication & bi-weekly one-on-one meetings (weekly for probationary staff).

  • Foster a positive & productive work environment, addressing team concerns & sharing updates through regular team meetings.

  • Conduct performance evaluations, provide feedback, & implement necessary interventions for improvement.

  • Handle escalated customer issues & complaints professionally & in a timely manner.

  • Manage urgent or unexpected tasks as they arise.

  Performance & Quality Management

  • Ensure the team consistently meets daily KPIs for productivity & quality of work.

  • Monitor performance, identify knowledge gaps, & address training needs promptly through QA processes.

  • Collaborate with the Training & Operations Expert to resolve knowledge gaps & streamline processes.

  • Initiate improvements to boost service efficiency & overall campaign effectiveness.

  • Dedicate 20% of your time to core customer service tasks to stay aligned with frontline operations.

  Operations, Coordination & Administration

  • Assist in the recruitment, onboarding, & training of new team members.

  • Manage team schedules to ensure proper coverage.

  • Oversee team payroll & timekeeping, ensuring everything is filed accurately & on time.

  • Facilitate communication between team members, the CS Lead, & other departments to maintain alignment & transparency.

  • Promptly escalate issues or concerns to the CS Lead as needed.