CrawlJobs Logo

Team Leader- Call Center

helpware.com Logo

Helpware

Location Icon

Location:
United States , Martinsville, VA / Nashville, TN

Category Icon
Category:
Call Center

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

44000.00 USD / Year
Save Job
Save Icon
Apply Position

Job Description:

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines and Germany 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 US team is growing and we're looking for an experienced Team Leader to join our Helpware team.

Job Responsibility:

  • Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics
  • Provides continual evaluation of process and procedures
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Provides statistical and performance feedback and coaching on a regular basis to each team member
  • Writes and administers performance reviews for skill improvement
  • Should always be available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
  • Provide direction to identify and utilize best-in-class facilitation methods and techniques to coach employees to meet business performance standards
  • Incorporate performance intervention to accelerate learning
  • Responsible for managing and motivating the customer service representatives to work simultaneously with them to hit KPIs and metrics
  • Utilize various Helpware and client-based tools and applications for customer support
  • Fully dedicated to a 40 hour work week

Requirements:

  • At least 1+ years of experience in BPO call center
  • Outstanding verbal and written communication in business terms
  • Capability to maintain the highest confidentiality around company proprietary information
  • Ability to multitask and prioritize
  • Solid problem-solving skills
  • Strong organizational skills
  • Quick thinkers & able to adapt
  • Highschool diploma or equivalent

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Helpware - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Team Leader- Call Center

Team Leader

The Team Leader, Operations is responsible for the day-to-day supervision of a g...
Location
Location
Portugal , Lisbon
Salary
Salary:
Not provided
concentrix.com Logo
Concentrix
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Mandatory Language requirements DE C1 or FR C1 or IT C1 or ES C1 + EN B2
Job Responsibility
Job Responsibility
  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Read More
Arrow Right

Customer Care Team Leader

Overseeing the daily operations of the outsourced call center function, ensuring...
Location
Location
Greece , Paiania
Salary
Salary:
Not provided
https://www.metlengroup.com Logo
Metlen Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Management, Business Administration, or a related field
  • 2+ years’ experience in a call center team leader or supervisory role, including team management
  • Proven experience working with or managing outsourced customer service teams
  • Strong communication skills and very good command of English
  • Proficiency in CRM systems and call center technologies
  • Must hold a valid driver’s license and be able to travel as needed
Job Responsibility
Job Responsibility
  • Serving as the primary liaison between the company and the outsourced customer service provider, ensuring effective communication and coordination
  • Monitoring daily performance metrics to ensure adherence to KPIs, SLAs, and company quality standards
  • Providing coaching, feedback, and support to the external team to maintain high service levels
  • Collaborating with internal departments to resolve escalated customer issues and implement process improvements
  • Analyzing performance data and preparing reports with actionable recommendations for service enhancement
  • Managing resource planning and workforce adjustments, including visiting the outsourcing partner’s premises when necessary
What we offer
What we offer
  • Competitive remuneration package
  • Ticket Restaurant Card
  • Group Health Insurance program
  • Protergia discount on electricity and natural gas bill
  • Pension Plan
  • Fulltime
Read More
Arrow Right

Senior Team Lead

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico...
Location
Location
United States , Nashville, TN / Atlanta, GA
Salary
Salary:
50000.00 USD / Year
helpware.com Logo
Helpware
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations
  • Working knowledge of call center operations and organization required
  • Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred
  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, NICE, VERINT, etc.)
  • Supervisory and people-management skills
  • Project management skills
  • Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence
  • planning, organizing and coordination skills
  • Adaptive to changing work schedules and working hours
  • Active listening skills
Job Responsibility
Job Responsibility
  • Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis
  • Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives
  • Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met
  • Act as a liaison for both internal and external groups for program initiatives
  • Help create, launch and drive critical account initiatives and programs
  • Be a mentor to other Team Leaders
  • Act as a catalyst for Peer-to-Peer Development
  • Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions
  • Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition
  • Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes
  • Fulltime
Read More
Arrow Right

Assistant Manager – Operations

Job Role: Responsible for managing a team of customer service representatives, d...
Location
Location
India , Amritsar
Salary
Salary:
Not provided
kochartech.com Logo
KocharTech
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Managed large team within the call center environment, including directly reporting to Team Leaders
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
  • Assume responsibility for budgeting and tracking expenses
  • Hire, coach, and provide training to personnel to maintain high customer service standards
  • Monitor and improve efficiencies, telephone handling, and other procedures
  • Evaluate performance with key metrics
  • Prepare reports for different departments or upper management
  • Prepare and be part of monthly and quarterly business reviews
Job Responsibility
Job Responsibility
  • Responsible for managing a team of customer service representatives, developing objectives for day-to-day activities, monitoring team performance, providing feedback, and handling customer complaints
Read More
Arrow Right

Radiology Access & Scheduling Manager

The Access & Scheduling Manager manages the day-to-day operations of a schedulin...
Location
Location
United States , Shawnee Mission; Kansas City
Salary
Salary:
Not provided
kansashealthsystem.com Logo
The University of Kansas Health System
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Graduate
  • Bachelors Degree AND 5 years of healthcare experience with familiarity with EHR scheduling workflows and/or revenue cycle experience that included knowledge of operational scheduling strategies, clinic throughput and performance improvement, 3 years of which include leadership experience
  • OR Master's Degree AND 2 years of leadership experience in healthcare operations to include operational scheduling strategies
  • Prior experience in Epic® medical record
Job Responsibility
Job Responsibility
  • Responsible for the development, implementation, and optimization of scheduling and call center operations for a service line or department
  • Leads a team of Patient Scheduling staff to ensure compliance with health system scheduling guidelines
  • Develops and maintains scheduling and call center training for specific to the assigned service line or department for scheduling staff
  • Acts as a subject matter expert for scheduling protocols and communicates with relevant staff, faculty, market leaders, and/or executives on the strategy and results of scheduling team initiatives
  • Continuously evaluates workflows and practices related to scheduling and call center operations for efficiencies and identified areas of optimization
  • Acts as a liaison between the various departments and patients and/or family to identify potential problems and confirm resolution to grievances related to access management, scheduling, and/or call center operations
  • Oversees escalation pathways and resolution for urgent scheduling needs to include stat orders, work-ins and add-ons, and reschedules based on clinical needs and/or grievances
  • Addresses and resolves patient concerns related to scheduling and/or call center operations, including engaging directly with patients, leaders, and relevant stakeholders throughout the health system
  • Partners with leadership and IT to manage and optimize all visit types, orders, and their applications
  • Partners with leadership and cross-functional IT teams to manage, maintain, and optimize Epic® scheduling templates to include review of block utilization, block build and logic, block releases, decision trees etc.
  • Fulltime
Read More
Arrow Right

Operations Manager

The Operations Manager I is responsible for coaching and supervising a group of ...
Location
Location
Egypt
Salary
Salary:
Not provided
concentrix.com Logo
Concentrix
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 2 years’ experience as OPS Manager
  • Content moderation experience is a must
  • Annotation experience preferred
  • Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
  • Call center experience preferred
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrated ability to analyze and improve work processes
  • establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Job Responsibility
Job Responsibility
  • Analyze and maintain all Client Service Level Agreements
  • implement improvement plans as needed
  • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates
  • including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards
  • define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Read More
Arrow Right
New

Talent Business Partner

We are looking for a strong Talent Business Partner to support our Call Center d...
Location
Location
Egypt , Cairo
Salary
Salary:
Not provided
qic.digital Logo
QIC digital hub
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of combined experience in HR and recruitment, ideally with solid exposure to both areas
  • Hands-on recruitment experience, ideally for agent-level, sales, customer support, telesales, customer experience, call center, or similar roles
  • Experience hiring for team lead, supervisor, or manager-level positions
  • Strong understanding of HR operations and employee lifecycle: onboarding, adaptation, employee support, HR administration, offboarding, and termination-related processes
  • Experience with payroll-related coordination, attendance, leaves, employee data, documentation, and internal HR workflows
  • English level C1, with clear spoken English, good pronunciation, and business vocabulary
  • Experience with tools such as Slack or similar messengers, Jira or other task trackers, HR systems like HiBob, and ATS / CRM platforms
  • Strong communication and stakeholder management skills
  • ability to work with both business leaders and employees
  • Ability to align different sides, smooth out conflicts, and find practical solutions
Job Responsibility
Job Responsibility
  • Managing full-cycle recruitment when needed: intake with hiring managers, sourcing, job postings, HR interviews, pipeline management, feedback, calibration, and offers
  • Hiring for agent-level, sales, customer support, team lead, and manager-level roles in a fast-paced environment
  • Partnering with Call Center leadership, managers, team leads, agents, and the Talent team
  • Understanding the business context, product, sales processes, team structure, and day-to-day operations
  • Supporting onboarding, probation period adaptation, employee lifecycle processes, and off-boarding
  • Handling HR admin support: days off, vacations, sick leave, documentation, attendance, employee data, and internal procedures
  • Supporting payroll-related coordination and maintain accurate HR records and workflows
  • Conducting 1:1s with key employees, gathering feedback, identifying pain points, and working on practical solutions together with the Talent team
  • Supporting improvements in HR policies, guidelines, administrative workflows, and operational processes
  • Monitoring team atmosphere, identify risks or conflicts, and help resolve them constructively
What we offer
What we offer
  • Extra paid leave
  • Language classes
  • Meeting with experts
  • Professional development
  • QIC running club
  • Relocation support
  • Remote health insurance
  • Tax consultations
  • Travel discounts
  • USD, EUR, or AED salary payouts
  • Fulltime
Read More
Arrow Right

Sales Team Leader

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico...
Location
Location
Mexico , Guadalajara
Salary
Salary:
Not provided
helpware.com Logo
Helpware
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in any field preferred
  • Sales Experience
  • Team management experience at least one year preferred
  • Minimum of 2 years’ experience within a contact center environment as a Team Leader
  • Experience within customer services, inbound and outbound projects preferred
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Google suit (Gmail, slides and spreadsheets) and MS Office knowledge preferred
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual
Job Responsibility
Job Responsibility
  • Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner
  • Provides continual evaluation of process and procedures
  • Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers
  • Provides statistical and performance feedback and coaching daily to each team member
  • Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
  • Ensure to write and administer performance reviews for skills improvement
  • Manage nesting agents to ensure proper performance before moving to the operations floor
  • Incorporate performance intervention to accelerate learning
  • Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics
  • Assist Operations Manager to resolve customer complaints and issues
  • Fulltime
Read More
Arrow Right