About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, 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.

We are growing and have open positions as Operations Manager for our office in Mexico.

Responsibilities:

• Support positive environment among all the teams.
• Supervise all administrative and operational questions regarding the managed teams and projects and insures proper client's communication on this matter.
• Scheduling management including backup system implementation.
• Gather and analyze reports from TLs team's (attendance, performance, client daily status). Suggest solutions for improvement if needed.
• Conduct One-on-One meetings on a daily/weekly/monthly basis with each of TLs in order to discuss updates and feedback, or any other project/non-project related topics.
• Coordinate and lead regular or ad-hoc meeting with all of the TLs in order to discuss weak points of the business, improvements and simple brainstorm on optimization.
• Inform the management team on the projects status (Co-Founders, CSM).
• Work on improving the performance of the organization by adding new technologies, ideas, methodologies, trainings etc.
• Cooperate with CSMs on getting the Clients' feedback on the project progress.
• Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members.
• Bring up to the Management team attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules.
• Supervise initial Project trainings of the Newcomer during the Onboarding process, make sure all manuals are in place.
  Evaluate Team Members performance (incl filling out appraisal forms).
• In accordance with the situation on the project, clients expectations and team performance, develop a strategy which the team will use for achieving their goal.
• Analyse statistics or other data to determine the level of customer service or other services the team is providing.
• Deliver all available Clients' feedback, reports, requests and deadlines to team members and Management Team.
• Develop KPI, OKR, scorecards and other measures development for Team member's success on all the account.

Qualifications:

• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc...), Google Tools, Asana, Trello, etc.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multitasking skills.

Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

• Mandatory use of Personal Protective Equipment
  
• Sanitizing, disinfecting, or cleaning procedures in place
  
• Social distancing guidelines in place
  
• Divided work stations
  
• Remote interview process
  
• Virtual meetings