senior Team Leader for helpflow - full virtual/remote jobHelpFlow

We provide live chat agents for nearly 100 websites. We have a driven team of Managers, great agents and experienced Team Leaders. We launched in 2014, we have - 50 employees, and we all work virtually in a well-structured collaborative way.
We are hiring a Senior Team Leader (reports to Client Services and Operations Manager or CSOM) to be his second in command in Operations in leading team leaders and agents. This person will level up the department through dedicated focus and ownership of this part of the business-taking over and stabilize existing Processes / Infrastructure / Team (PIT), identify gaps along with design and operationalizing PITs.
Please see our full job posting at our careers page at before submitting your application.
Miscellaneous info about the role:
Initially part time of 20 hours per week but will grow to full time (40 hrs per week) upon certification.
Reports to Client Services and Operations Manager (CSOM)
Salary TBD based on experience, but we've identified market rate for a role like this. Our target hire will be someone who is a very tenured Senior Supervisor or an Operations Manager still needing more experience and skills with their position.
Competitive Salary Package with HMO and PTO benefits (rarely given to freelancers but a staple in our company)
You'll work virtually from home, during US business hours and on a shifting schedule.
Philippines based candidates only
Basic Job Function:
This role is responsible for supervising and managing the Operations department and liaising with the clients. The role also assists the CSOM in overseeing the tasks that are involved in ensuring that the services are delivered as quickly, efficiently, comprehensively, and accurately as possible with the highest customer satisfaction. In the absence of a CSOM, the Senior TL assumes the overall management of the tasks.
Requirements
Your qualifications to be successful in this role:
REQUIRED: Minimum of 1-3 years of relevant experience in handling Operations teams. Previous experience as a senior TL an advantage
REQUIRED: At least a year of direct client management experience in a B2B business (preferably a service business).
REQUIRED: Hands-on experience as Agent & Team Leader in a customer service (BPO) environment
REQUIRED: Experience with Operational oversight of Supervisors/TLs that lead Operations.
REQUIRED: Technical experience configuring / integrating systems, including direct configuration or indirect management via tech team.
REQUIRED VIRTUAL OFFICE SETUP:
Stable high speed internet connection (mobile internet not recommended)
Laptop or PC that can handle work tools ( Recommended: Quad Core CPU >2.5Ghz, RAM: 8GB, HDD/SSD: 1TB + OS installed in an SSD 128GB)
Dual monitor required
Headset with mic and webcam for client and team meetings
Quiet and distraction free workplace
RECOMMENDED BUT NOT REQUIRED: Knowledge and experience with e-Commerce and Google Analytics
You understand how an e-Commerce business works and how they use website live chat to become more successful.
You have experience in creating and analyzing Google Analytics to be able to come up with action plans that will help an e-Commerce business become successful.
Primary Responsibilities:
Monitors the team's compliance to established policies and procedures relating to customer service. Provides feedback and action plan to CSOM regarding process or individuals that are non-compliant to policies or goals.
Works continually to improve processes or to improve the performance of the individuals who carry out the process. Recommends to CSOM any changes and/or improvement to the existing policies and procedures.
Monitors, manages, and improves the efficiency and quality of services.
Conducts interviews of potential employees before directing them to the manager. Assists in the selection and hiring process of new employees and also in the assignment of responsibilities to the entire staff.
Investigates and solves customer's problems, which may be complex or long-standing problems that have been escalated by customer service representatives or supervisors. Provides feedback to CSOM regarding service failures or customer concerns.
Coordinates and communicates with other functions such as DEV, WFR, and other departments that are supporting the customer service functions.
Works closely with the CSOM and TLs to ensure an end-to-end, repeatable fulfilment model is in place and executed in alignment with the client's goals.
Conducts frequent coaching sessions to ensure all agents meet the standards for their program
Mentors high potential candidates for further career growth.
Builds and manages relationship with all stakeholders internally and externally.
Ensures all the needs and expectations of the client and their customers are met.
Secondary Responsibilities:
Provides reports and analyses to CSOM regarding actual team performance against the goals and targets
Trains new supervisors and representatives according to the established training guideline of the company
Skills
Leadership: a demonstrated ability to lead people and get results through others
Planning: ability to think ahead
Ability to organize and manage multiple priorities
Must possess an excellent analytical skill
Excellent communication skills, both oral and written English.
Excellent interpersonal skills and collaborative management style
Computer literate, especially with MS Office and Google Suite applications
Structured problem solving, including the ability to conduct root-cause analysis and business process redesign
Results orientation / self-directed - ability to operate effectively and drive change in an unstructured environment
Benefits
Full virtual work. Only travel we do is for vacations and team buildings. ;)
Pay is weekly
*PLEASE COMPLETE ALL REQUIREMENTS (Video recording, etc) IN THE APPLICATION PROCESS AS THIS SAVES BOTH OF US TIME IN DETERMINING IF WE ARE A MATCH
*Incomplete Applications are automatically declined by our system
HelpFlow

Metro Manila
Permanent
Full-time