Team Leader (Onsite - Clark, Pampanga) in Angeles Pampanga, Central Luzon at SupportNinja

Are you a dynamic, results-driven leader ready to guide a high-performing team and drive operational excellence for an industry leader? As our next Team Leader, you will play a pivotal role in providing effective leadership and supervision, ensuring adherence to SLAs and KPIs, and overseeing critical billing and work order management workflows.

• Work Setup: PH Onsite - Hideout
• Start Date: September 14, 2026

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. In addition to people leadership, the Team Leader oversees specialized work order review, billing validation, and vendor coordination workflows.

• Team Leadership & Supervision: 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.

• Coaching & Development: Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment.

• Employee Relations & Performance Tracking: 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).

• Metrics & Process Optimization: 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.

• Work Order Review & Billing Validation: Oversee and guide team members in reviewing completed work order documentation. Validate documentation to identify missing or incorrect information required for billing, and audit invoices against authorized work, scope, and rate agreements.

• Paperwork Control & Vendor Management: Enforce rigorous quality control standards by rejecting incomplete or incorrect paperwork with clearly documented rejection reasons. Direct and support vendor communications via email and phone to secure missing or corrected documentation. Follow up on completed work orders with outstanding paperwork and lead backlog reduction initiatives to drive work orders efficiently toward billing readiness.

• Core Tool Utilization: Efficiently navigate and manage daily operations using D365/Dynamics, Outlook, Avaya Cloud, and Nanonets.

• Experience Requirements: A minimum of 3 years of experience in a role equivalent to the representatives the role will support. A minimum of 1 year of experience in a leadership or supervisory role, preferably in a call center environment. Previous client-facing experience is preferred.

• Core Competencies: 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 skills to interact with team members and stakeholders at all levels.

• Leadership & Mindset: Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences. A results-oriented mindset with a focus on driving operational excellence and continuous improvement.

• Technical Proficiency: Proficiency in using customer service software and tools such as CRM. Proficient in using computers and various software applications.

• Competitive Compensation

• Retirement Savings Program

• Life Insurance Coverage

• HMO activated starting on your very first day

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service

• Paid Time Off & Birthday Leave

• Free Lunch Daily

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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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