Team Leader in Quezon City at SupportNinja
Job Description
Work Setup: Onsite at The Sanctum, SM - North EDSA, QC
Type of Contract: Full-Time
The Team Leader is responsible for leading and supporting a team of representatives within a call center environment to ensure operational performance, service quality, and exceptional customer experiences. This role provides coaching, guidance, performance management, and day-to-day operational support while driving productivity, employee engagement, and adherence to company standards and KPIs.
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 aligned with organizational objectives
- Coach, mentor, and motivate team members to enhance skills, performance, and professional development while fostering a collaborative environment
- Address employee concerns, conflicts, and performance issues in a timely and effective manner
- Monitor team performance to ensure adherence to service level agreements (SLAs)and key performance indicators (KPIs)
- Analyze performance metrics and implement strategies to improve productivity and efficiency
- Collaborate with cross-functional teams to streamline processes, resolve challenges, and optimize workflows
- Maintain and improve customer service quality to ensure high levels of satisfaction
- Stay current with industry best practices and apply innovations to team operations
- Identify training needs and coordinate sessions to develop team knowledge and skills
- Ensure team members have the tools, resources, and information necessary to perform effectively
- Share best practices and align processes with other leaders and managers
- Serve as a point of contact for escalations and handle customer inquiries or complaints
- Provide reports on team performance as required
- Communicate with clients as appropriate
- 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
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Minimum of three (3) years of experience in a role equivalent to the representative position supported
- Minimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred
- Previous client-facing experience preferred
- Strong verbal and written communication skills
- Strong knowledge of customer service and technical support principles and practices
- Strong problem-solving and decision-making ability
- Excellent interpersonal skills to interact with team members, stakeholders, and clients 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 focus on driving operational excellence and continuous improvement
- Proficiency in customer service software and tools, such as CRM, and in general computer applications
- Demonstrated integrity in leadership, team engagement, performance management, and relationship-building
Preferred Qualification
- Gorgias CRM tool experience
- Beauty Products familiarity
Ninja Perks and Benefits
- Full-time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space
- Free lunch provided daily
If you are interested, you can access your instant interview here: https://alpharun.com/i/ksM7TLKZmkGpyRBlvHV14
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.
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