Team Leader - Blended Customer Care

About the role

HelloConnect is launching a new e‑commerce meal and food retail customer care campaign in Manila. As a Team Leader you will build and manage a blended omni‑channel support team handling email, phone, and social media interactions.

Key responsibilities

• Act as the primary point of contact for the client, supporting the Customer Success Manager and conducting weekly business meetings.
• Lead, motivate, and mentor a team of 10‑15 agents, setting performance expectations, conducting coaching sessions, and managing attendance and schedule adherence.
• Generate performance reports, provide insights to management and clients, and handle escalations for complex issues.
• Collaborate with HR on performance or behaviour concerns and work with other departments to streamline processes.
• Oversee payroll and timekeeping for the team, ensuring accurate and timely filing.

Required profile

• Proven experience as a Team Leader in a blended e‑commerce customer care environment.
• Strong ability to motivate teams, manage phone SLAs, and drive collective performance targets.
• Excellent client relationship management skills, with a focus on meeting or exceeding client expectations.
• Experience conducting regular business reviews and performance read‑outs.

Required skills