Team Leader (M)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Cebu, Philippines Team is growing and we're looking for an experienced Team Leader to join our Helpware Team.

Position Overview:

The Team Lead is responsible for overseeing daily team operations, supporting employee performance, and ensuring team goals and business objectives are consistently met. This role provides guidance and coaching, monitors performance, addresses operational concerns, and serves as a key point of contact between the team and management. Some primary responsibilities are as follows:

• Consistently meets or exceeds team performance and productivity targets.
• Provides effective coaching and support to improve individual and team performance.
• Ensures work is completed accurately, efficiently, and within established timelines.
• Maintains strong team engagement, accountability, and collaboration.
• Identifies operational challenges and proactively implements solutions.
• Provides accurate and timely performance updates to management.

Key Responsibilities:

• Provide direct line management and oversight for a team of 10–15 agents.
• Manage team performance through effective communication, regular team meetings, mentoring, coaching, and feedback.
• Regularly review and analyze individual and team performance to drive effectiveness and identify areas for improvement.
• Ensure team members understand the company’s mission, vision, values, and behavioral expectations, and how these contribute to performance evaluations.
• Oversee staffing plans, workforce coverage, and schedule adherence in alignment with business needs and stakeholder requirements.
• Foster a positive, accountable, and collaborative team culture aligned with company leadership principles and values.
• Effectively manage time, priorities, and competing responsibilities in a fast-paced environment.
• Adapt quickly to changing business needs and demonstrate the ability to manage multiple priorities simultaneously.
• Lead and support projects, ensuring tasks, timelines, and deliverables are effectively managed.
• Maintain strong client and stakeholder relationships through clear communication, timely follow-up, and effective issue resolution.
• Identify operational challenges and proactively recommend solutions to improve team performance and overall efficiency.

Qualifications:

• Minimum of 2 years of experience in a Team Lead, Supervisor, or similar leadership role, preferably within the BPO industry or in a comparable capacity.
• Proven experience managing, coaching, and developing a team.
• Strong leadership, people-management, and performance management skills.
• Excellent verbal and written English communication skills.
• Strong problem-solving and decision-making skills.
• In-depth knowledge of performance metrics.
• Experience with client and stakeholder management preferred.
• Strong project management skills and ability to drive tasks and initiatives to completion.
• Adaptable, proactive, and comfortable working in a fast-changing environment.