Martinsville, Virginia, United States · Hybrid
$50k–$50k/yr
Senior Team Lead | KY, TN, or VA About Us: Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern compani…
Skills: Team Leadership, Performance Management, Customer Service, Operations Management, Stakeholder Management
Mexico · Remote OK
Helpware is seeking a .NET Developer to join our engineering team and contribute to the development of enterprise-grade business applications for the insurance industry. You will work as part of an Agile Scrum team, desi…
Skills: C#, ASP.NET MVC, Entity Framework, Microsoft SQL Server, RESTful Web APIs
Cebu, Isabela, Philippines · On-site
$468k–$520k/yr
Job Title: Receptionist Job Summary: The Receptionist is responsible for providing professional front-desk support by welcoming visitors, answering and directing phone calls, managing office communications, and performin…
Skills: Customer Service, Communication Skills, Administrative Support, Microsoft Office, Data Entry
Cebu, Isabela, Philippines · On-site
Position Overview: We are looking for an HR Coordinator to join our organization. In this position, you will help organize, coordinate, and carry out human resource department projects and processes for the company. You …
Skills: Human Resources, Administrative Support, Customer Service, Onboarding, HRIS Maintenance
Orlando, Florida, United States · On-site
$19/hr–$19/hr
Team Leader | Orlando, Florida, US | Onsite About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for mode…
Skills: Team Leadership, Coaching, Performance Management, Customer Service, Quality Assurance
Cebu, Isabela, Philippines · On-site
About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is d…
Skills: Customer Service, Call Center Operations, Healthcare Knowledge, Problem Solving, Communication Skills
Ukraine · Remote OK
Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can fo…
Skills: Customer support, Written English, Technical background, Proactive approach, Empathy
Cebu, Isabela, Philippines · On-site
The role is expected to carry out the following: Nursing Duties: • With critical medical thinking skills and good bedside manner • Provide basic health care administering first aid where needed and evaluating employees' …
Skills: Nursing, First Aid, Clinic Management, Health and Safety, Incident Investigation
Cebu, Isabela, Philippines · On-site
About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is d…
Skills: Customer Service, Outbound Calling, Inbound Support, Medicare Knowledge, Member Engagement
Cebu, Isabela, Philippines · On-site
Position Summary Perform a variety of personnel-related administrative tasks. You will support the HR department in duties like updating the HR database, processing business permits, and processing employee requests. Our…
Skills: Office management, HR database management, Budgeting, Expense management, Filing systems
Orlando, Florida, United States · On-site
$16/hr–$16/hr
Membership Service Advocate | Orlando, FL | Onsite Position Summary: This position is dedicated to proactive member engagement through outbound outreach and inbound member support associated with member engagement campai…
Skills: Customer Service, Outbound Outreach, Member Engagement, Medicare Knowledge, Conflict Resolution
Cebu, Isabela, Philippines · On-site
Team Leader About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of profes…
Skills: Team Management, Performance Monitoring, Coaching, Mentoring, Data Reporting
Cebu, Isabela, Philippines · On-site
Team Leader About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of profes…
Skills: People Management, Client Management, Performance Metrics, Coaching and Mentoring, Project Management
Cebu, Isabela, Philippines · On-site
Position Summary The Reconciliation Analyst is responsible for the timely and accurate resolution of discrepancies identified during the reconciliation of the information in the client's platform against data maintained …
Skills: Data Reconciliation, Discrepancy Resolution, CMS Transactions Processing, Audit Response Drafting, HIPAA Compliance
Cebu, Isabela, Philippines · On-site
Position Summary: The Membership Accounting Analyst is responsible for the timely and accurate resolution of discrepancies identified in the Enrollment, Billing and/or Reconciliation processes. The analyst will review do…
Skills: Billing Processing, Enrollment Processing, Reconciliation, CMS Guidance, Data Entry
Taguig, Metro Manila, Philippines · On-site
Why this role Helpware is a people-first outsourcing and customer experience partner helping fast-growing companies scale support, operations, and revenue teams with AI-enabled CX solutions. We work with SaaS, Fintech, H…
Skills: Cold Outreach, Lead Qualification, Prospect Research, CRM Management, Appointment Setting
Cebu, Isabela, Philippines · On-site
Position Overview: The Accountant plays a key role in maintaining accurate financial records, managing payables, and supporting monthly closings and audits. This role also ensures compliance with internal controls and he…
Skills: Financial Reporting, Account Reconciliation, Accounts Payable, Expense Management, Trend Analysis
Taguig, Metro Manila, Philippines · On-site
Commercial Bid Manager Purpose The Commercial Bid Manager leads Helpware's most strategic and high-value pursuits, managing the end-to-end bid lifecycle for complex opportunities across multiple industries, service lines…
Skills: Bid Management, Proposal Management, Strategic Planning, Project Management, Business Writing
Taguig, Metro Manila, Philippines · On-site
Commercial Bid Manager Purpose The Commercial Bid Manager leads Helpware's most strategic and high-value pursuits, managing the end-to-end bid lifecycle for complex opportunities across multiple industries, service lines…
Skills: Bid Management, Proposal Development, Commercial Strategy, Project Management, Stakeholder Management
Cebu, Isabela, Philippines · On-site
Position Overview The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for…
Skills: Real-Time Queue Management, Workforce Management, Data Analysis, Service Level Analysis, MS Excel
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The Senior Team Lead manages call center operations, ensures team performance metrics are met, and acts as the primary operations leader in the absence of the Operations Manager. They also facilitate program initiatives, mentor other team leaders, and serve as a liaison between internal groups and clients.
Candidates must have 1-2 years of call center experience as a team leader, with proficiency in MS Office and call center software. Strong supervisory, communication, and analytical skills are required to manage complex operations and drive program performance.
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines 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.
Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handle complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.
● 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.
● Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
● Liaisons with Top Management and the Client regarding the program’s performance. Analyzes the necessary information (i.e. top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.
● Facilitate on-boarding of new team members including Operations Orientation.
● 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.
● Operates with minimal supervision.
● Customer orientation.
● Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
● Presentation Skills.
Delivering business transformation through AI-enabled BPM: measurable results, human expertise.
Helpware is built to help the world’s most innovative brands scale faster, smarter, and more sustainably. We combine the precision of AI-enabled BPM with the dedication of world-class teams to deliver measurable results across customer experience, technology, and growth marketing. Our approach is simple: the right people, the right process, powered by the right technology, working seamlessly to transform your business.
Offices: 110 W Vine St, 5th Floor Ste 17, Lexington, Kentucky 40507, US · 548 Market St, San Francisco, California 94104-5401, US · Kiev, Ukraine 04070, UA · 26th McKinley Parkway, Metro Manila, Taguig 1630, PH · Avenida de las Américas 1254, 16th floor, Guadalajara, Jalisco 44610, MX
Delivering business transformation through AI-enabled BPM: measurable results, human expertise.
Helpware is built to help the world’s most innovative brands scale faster, smarter, and more sustainably. We combine the precision of AI-enabled BPM with the dedication of world-class teams to deliver measurable results across customer experience, technology, and growth marketing. Our approach is simple: the right people, the right process, powered by the right technology, working seamlessly to transform your business.
Offices: 110 W Vine St, 5th Floor Ste 17, Lexington, Kentucky 40507, US · 548 Market St, San Francisco, California 94104-5401, US · Kiev, Ukraine 04070, UA · 26th McKinley Parkway, Metro Manila, Taguig 1630, PH · Avenida de las Américas 1254, 16th floor, Guadalajara, Jalisco 44610, MX
