About the company
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.
Responsibilities
- 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.
Requirements
- 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.
Conditions
- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication.
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind.
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform.
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures.
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time.