Team Leader in Remote, Remote at SupportNinja

Start Date: March 24, 2025

Salary: COP 4,500,000

Work Schedule: 8:00 AM to 12:00 AM EST, Monday-Friday

Work Set Up: Remote

Type of Contract: Full-Time

Equipment Provision: Company Provided

The Team Leader will be responsible for leading and managing a team of 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
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications of a Team Leader?

• 3+ years experience in a role equivalent to the representatives the role will support
• 1+ years experience in leadership or supervisory role, preferably in a call center environment
• Previous client-facing experience preferred
• Strong communication skills, both verbal and written
• 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

Preferred Qualifications

• Handled Booking/Scheduling Accounts

Core Competencies:

• Integrity in Leadership
• Effective Communication Skills
• Team Engagement and Relationship-Building
• Client Focus
• Performance Management
• Results-oriented

If you're interested, you can access your instant interview here:

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