Qualifications
What You Will Do
Lead daily non-voice operations (email and chat) to ensure stability, adherence to schedules, and consistent execution.
Manage SLA and KPI performance metrics (Response times, FCR, Quality, CX Score, Productivity) by proactively identifying risks and implementing corrective actions.
Conduct regular team meetings to share updates and address team concerns effectively.
Evaluate team performance, pinpoint areas for improvement, and implement necessary interventions.
Assist in the recruitment, onboarding, and training of new team members.
Perform regular quality assessments of team members' performance to ensure compliance with established guidelines.
Drive continuous performance improvement through coaching, QA reviews, and targeted feedback.
Identify skill gaps and collaborate closely with the Training Manager to address quality, consistency, and knowledge issues.
Act as the day-to-day operational liaison for clients, ensuring clear prioritization, alignment on deliverables, and timely escalation of risks or dependencies to the CSM.
Provide structured weekly and monthly performance reports, highlighting trends, risks, and opportunities for informed decision-making.
Manage team schedules and monitor adherence to ensure operational efficiency.
About the job
The Role
At HelloFresh, you will join an innovative team dedicated to enhancing customer experiences through cutting-edge technology. Our workplace fosters collaboration, encourages continuous learning, and upholds a strong commitment to excellence. You will have the chance to work on meaningful projects, develop your professional skills, and thrive in an environment that values diverse perspectives and experiences.
As a Customer Care Team Leader, you will play a pivotal role in overseeing daily non-voice operations, including email and chat services. Your leadership will ensure operational stability and consistent execution of SLAs and KPIs. You will proactively identify risks, implement corrective measures, and mentor team members to maintain high performance and drive ongoing improvements. Serving as the primary operational contact for HelloFresh, you will cultivate a high-performing team, strengthen client relationships, and foster continuous enhancements to ensure the success of our campaigns as operations expand.
We are seeking passionate individuals who can contribute their unique talents and ideas. If you believe you would excel in this role, even if you don't meet every requirement, we encourage you to apply!
About HelloFresh
HelloFresh is a leading meal kit delivery service that is revolutionizing the way people cook and eat. We are committed to providing our customers with fresh, high-quality ingredients and easy-to-follow recipes, making home cooking accessible and enjoyable for everyone. Our dynamic work environment encourages innovation and collaboration, allowing you to grow and thrive in your career while making a positive impact on our customers' lives.
