Team Manager

We’re 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 Manager 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 Manager look like?

• Indirectly manages the performance, attendance, and behavior of the agents working in the programs assigned to them.
• Conducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real-time side-by-side monitoring, etc.
• Monitors and observes the agent's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline.
• Attends and participates in Product Specific Training as conducted by the Global Learning
• Experience Office and/or the client to ensure the comprehensive transfer of product/account knowledge essential to the continuous growth of the account and the agents in the account; initiates and attends, if applicable, per account upskilling sessions.

What are the required qualifications of a Team Manager?

• 2-3 years of previous experience 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

#abetterwaytogrow

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

● Shuttle 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.