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Full Details of Job Post
Weβre obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
This is an onsite position at The Hideout, Clark, Pampanga.
The Team Leader will be responsible for leading and managing a team of technical representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.
What does a day in the life of a Team Leader look like?
Provide effective leadership and supervision to a team of representatives
Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
Address employee concerns, conflicts, and performance issues in a timely and effective manner
Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
Stay updated with industry best practices and trends to drive process improvements and innovation within the team
Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
Collaborate with other team leads and managers to share best practices and implement consistent processes
Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
Provide reports on team performance as required
Regularly communicate with clients as needed
Adheres to company policies and procedures
Meets or exceeds performance targets for related KPIβs
Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
Performs other duties as assigned
What are the required qualifications of a Team Leader?
2-3 years of previous experience as a Technical Support Team Manager/Team Leader in a BPO/call center environment
Lead experience in a BPO/call center industry
Excellent communication skills, both verbal and written
Previous client facing experience preferred
Strong knowledge and understanding of customer service and technical support principles and practices
Strong problem-solving and decision-making skills
Excellent interpersonal to interact with team members and stakeholders at all levels.
Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
Results-oriented mindset with a focus on driving operational excellence and continuous improvement
Proficiency in using customer service software and tools such as CRM
Proficient in using computers and various software applications
Seeking candidates who appreciate music or share similar interests is a plus
AI experience is a plus
Ninja Perks and Benefits
*Full time employees
βCompetitive compensation
βAdherence to government-mandated benefits
βRetirement Savings Program with Company Matching
βLife Insurance
βHMO on day 1
βPaid time off, birthday leave
βBonus and incentive plans
βOpportunities for skills training and personal and professional development
βEmployee Referral Program
βBeautiful office space
βFree lunch provided daily
βShuttle Service available
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.