Job Description

Role Details

Position Type: Full-time
Training Schedule: 9:00am - 6:00pm EST
Work Schedule: Monday - Friday, 9:00am - 6:00pm EST / PST | Weekends off
Location: Remote, US: Arizona, Oregon, Washington, Michigan, Idaho, North Carolina, Pennsylvania, Florida, Texas, and Virginia
Expected start date: August 2023

About The Role

At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team\'s contribution to the partner\'s operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

You\'ll Be...

• Helping to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction and creating process suggestions leading to better business outcomes
• Providing constant valuable feedback for all stakeholders - Program Manager, Partner, and Associates
• Responsible for leading special projects, evergreen initiatives, and internal/external outreach.
• Leading weekly team meetings or huddles and conducting regular 1:1s with each of your direct reports
• Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Conducting QA, coaching sessions, and side-by-side feedback (plug-ins)
• Providing and/or facilitating training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Building and maintaining the team\xe2\x80\x99s schedule to ensure appropriate coverage
• Participating in the hiring process by helping to Identify and select ideal candidates according to the program\xe2\x80\x99s needs

What You Bring To The Table

• Team Leader experience in the BPO industry for at least 1 year or more
• Excellent Spanish and English proficiency - both written and spoken
• Flexibility is required to cover hours outside your established shift in case the partner needs it
• Data background and knowledge
• Proactive and willing to find solutions to trending issues
• Able to offer insights and reporting as needed
• Comfortable with a high-velocity environment with shifting priorities
• Great communication skills both written and verbal
• Organized team player with a personable manner, excellent customer service skills, and the ability to work with a diverse group.

What We Provide

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business\xe2\x80\x94from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We\xe2\x80\x99re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Read more about our Core Values and story .

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To understand more about PartnerHero\xe2\x80\x99s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .

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