Team Lead, customer support (manila)PartnerHero

PartnerHero is a company that is transforming outsourcing. The BPO (Business Process Outsourcing) / call center sector has seen little innovation over the past 30 years, and is perhaps better known for creating factory-like conditions that are unsustainable for employees and the businesses they serve.
That's where we come in.
Our vision is to combine professional services (outsourcing), technology (software) and insights (data) to create value and drive success for our partners. We are quality and culture first, and we build highly customized remote teams for some of the world's most exciting startups. Companies like Lovepop, Udemy, Khan Academy, Rachio, and Giphy look to us when needing to build and scale their customer support, sales, software testing, design and general operations. We are known for our focus and expertise in supporting fast-growing startups and addressing their unique needs. Read more about our Core Values and story .
Overview
As a Team Lead, you will be reporting directly to the Program Manager of the campaign. You will set integrity examples for the team to show what it takes to be selected and promoted within the campaign. You demonstrate key characteristics such as responsibility, reliability, product knowledge, leadership (lead by example), management skills, time availability, positive attitude, open to feedback, coaching skills, mentor & a good relayer. You are also expected to manage your time to still achieve your non-production and production metrics.
As a Team Lead, you ensure everyone remains busy and working toward the common team goal while maintaining all team management related tasks. As a Team Lead, you have a natural approach with associates to provide quality feedback in order to enhance quality and output. Your contribution is limitless and certainly not confined to this job description.
About the Role
The key responsibilities for this role include but are not limited to:
Attendance tracking and absenteeism
Work and task distribution
Supporting/assisting associates during production when needed
Keeping an eye and coaching on production levels for each associate
Handling and resolving all ticket escalations from front line associates
Weekly QA evaluations to maintain and improve
Offering live coaching as needed
Providing weekly feedback / 1x1 sessions to your team members
Create weekly huddle and ensure expectations are understood and met
Ensuring PartnerHero and partner policies are understood and complied with point-of-contact for the team
Helping the Program Manager manage the day-to-day flow of operations
Identify areas of opportunity and gaps within the team and target them accordingly
Maintain effective communication with partner
Team scheduling and vacations requests
What you can expect:
Ensures all metrics and goals are being accomplished
Thinks on their own feet, act fast, and think critically to ensure good decision making
Identifies risks at an early stage and takes effective and timely action to correct it
Is in regular communication with their manager
Ensures a healthy work environment and relationship within the team
Develops associates individually and identify their strengths
Effective and clear communication with associates
Has the ability to work effectively with other internal departments to achieve overall organization goals
Takes effective and timely responsive action where appropriate, and recommend workflow changes and enhancements
How the Team Lead is Measured:
The overall metrics of the team and team effectiveness
The timely production of deliverables, at a high-quality bar reaching an average of 10 contact per hour
Review weekly QA scores and ensure associates are meeting their numbers above 85%
Review weekly CSAT scores and ensure associates are meeting their numbers above 90%
What we provide you:
Hours will vary depending on the companies supported
Competitive salary compensation based on experience in USD
Attractive benefits package such as medical, dental and vision (determined by location)
Training opportunities provided by PartnerHero and outside entities
Ability to own your career and determine your next move at PartnerHero
Equipment needed to be successful in your role
Why PartnerHero?
We are people, not numbers.
Join a people-focused company where you can make an impact. We strive on being a diverse community of exceptional people and can guarantee you will have the opportunity to learn and grow while working with us.
PartnerHero is an equal opportunity employer and upholds a zero-tolerance policy for discrimination or harassment of any kind. We are not simply committed to diversity - we celebrate it and foster it within the core ethos of our community. We know that diversity makes us stronger for our people, our partners, and the customers we support by being representative and inclusive of a variety of backgrounds, skills and perspectives.
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .
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Jazz

Taguig City, Metro Manila
Permanent
Full-time