Hire(d) better.
Hire(d) better.
Hire(d) better.
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!
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.
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.
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:
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Will AI replace this role?
Check AI displacement risk, transferable skills, and career alternatives for Customer Care Team Leader
The Customer Care Team Leader position at Hellofresh is based in Manila, Manila, Philippines; Philippines. This is a remote position.
Key skills for the Customer Care Team Leader position at Hellofresh include: node.js.
