Customer Care Team Leader

About the role

As a Customer Care Team Leader at HelloConnect, you will guide a dynamic group of agents in our Inoza Tower, BGC office. You will ensure high‑quality service delivery, drive operational excellence, and act as a bridge between leadership, clients, and frontline staff.

Key responsibilities

• Lead, coach, and develop agents through regular 1‑on‑1s, performance reviews, and onboarding.
• Oversee daily queue coverage, workforce management, schedule planning, and payroll/timekeeping.
• Spend up to 20% of time handling core customer service tasks to stay connected with front‑line operations.
• Provide proactive, solution‑oriented updates to stakeholders and CS leads.
• Partner with cross‑functional experts to identify skill gaps, refine workflows, and implement data‑driven improvements.
• Leverage approved AI tools and CX platform capabilities to enhance reporting, efficiency, and continuous improvement while ensuring data privacy.

Required profile

• Proven experience leading customer‑service teams in a call‑center environment.
• Strong analytical mindset with ability to perform root‑cause analysis and link metrics to business goals.
• High accountability, composure under pressure, and a recommendation‑driven leadership style.
• Excellent collaboration skills with cross‑functional and client‑facing teams.

Required skills

• Deep power‑user proficiency with e‑commerce CX platforms such as Gorgias (rules, macros, tags, automation).
• Hands‑on experience using approved AI tools for reporting, analysis, and coaching while maintaining data‑privacy compliance.