Team Leader in Remote, Remote at SupportNinja

Work Set Up: Remote/WAH

Type of Contract: Full Time

Equipment Provision: Bring-Your-Own-Device (BYOD)

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 KPI’s
• 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 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 skills 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

• 21 Days Annual Leaves
• Medical
• Remote Work Allowance (400 lei/month)
• Meal tickets (40 lei/working day)
• Performance Bonus

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