Senior Team Lead

The Role

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.

In this role, you will take on a key responsibility in driving the performance, development, and alignment of Team Leaders, Assistant Team Leaders, and SMEs while maintaining operational consistency across Manila and Palawan, contributing to our ongoing efforts to drive business success and enhance customer satisfaction. You will provide strong leadership support, create structure, and uphold HelloFresh standards to reinforce a high-performance culture within the Outbound Reactivations team.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Leadership Support & Team Performance

• Serve as the primary support layer between Team Leaders in Manila and Palawan and the Sales Operations Manager.

• Set and align daily operational plans, priorities, and expectations based on input from Sales Operations and key stakeholders.

• Ensure consistent, timely, and effective communication across teams.

• Review and validate all coaching plans to ensure they drive measurable improvement; provide feedback and ensure corrective actions are taken.

• Support Team Leaders in identifying agents needing performance management; proofread PIPs and coach TLs through the process.

• Ensure each Team Leader maintains clear progression and development plans for SMEs and Senior Agents.

• Ensure all escalations are acted upon the same day and resolved effectively.

Training, Coaching & Development

• Conduct regular structured 1:1s with Team Leaders and Assistant Team Leaders, reinforcing a culture of continuous training, development, and accountability.

• Collaborate with Quality Coaches, Trainers, and Recruitment Specialists to address skill gaps, training needs, and product knowledge enhancement.

• Keep up to date with all product, process, and policy changes to ensure accurate coaching and support.

• Act as an escalation point for complex call or process issues requiring leadership intervention.

Operational Management

• Review management information (MI), performance data, and trends; provide recommendations to improve KPIs, efficiency, and operational outcomes.

• Ensure all reporting and data capture requirements are completed accurately and on time.

• Oversee allocation of offline activities for the day and upcoming weeks.

• Coordinate shift allocations and ensure staffing levels align with lead volume and performance trends.

• Maintain strong oversight of Letters of Concern, Return-to-Work documents, and other compliance-related requirements.

Brand, Culture & Agent Experience

• Serve as a brand ambassador, ensuring HelloFresh values and tone of voice are consistently demonstrated and reinforced across the team.

• Cultivate a professional, accountable, and excellence-driven culture where teams take ownership of their results and development.

• Encourage open communication, feedback, and upward reporting from Team Leaders and agents.

• Support the development of a positive, safe, and motivating work environment.

Reporting & Real-Time Leadership

• Evaluate team and market performance using key metrics such as CVR, SPH, Productivity, QA, and Attendance.

• Provide timely updates to the Sales Operations Manager regarding performance, risks, trends, staffing, and issues requiring escalation.

• Track learning outcomes and their impact on KPIs in partnership with Training, Quality, and Operations.

Operational Support (As Needed)

Although not the primary focus, the Senior Leader is expected to maintain strong product and process knowledge to support the floor during high-volume periods.

• Provide guidance to Team Leaders on complex calls or customer situations.

• Serve as the first point of contact during weekends.

Demonstrate excellent customer care skills in all interactions.

What you’ll bring

• Strong leadership presence with the ability to influence and drive accountability.

• Excellent communication skills—clear, confident, and articulate.

• High attention to detail and strong organizational skills.

• Stakeholder management experience.

• Ability to adapt quickly to changing processes and business needs.

• Customer-focused mindset with a strong understanding of service delivery excellence.

• Proactive, solutions-oriented, and capable of managing multiple priorities.

• Strong analytical and problem-solving skills.

What we offer

• 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

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

Location: BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)

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