Call Center Team Leader: Coach, Drive Performance

SupportNinja; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful office space

Free lunch provided daily

Job summary

SupportNinja is seeking a Team Leader to manage a group of customer-support representatives onsite at The Sanctum, SM - North EDSA, QC. The role emphasizes coaching, performance management, and ensuring high-quality customer experiences.

You will monitor SLAs and KPIs, drive productivity, and collaborate with cross-functional teams to optimize workflows while staying aligned with company standards and training programs.

Qualifications

• 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.

Responsibilities

• Lead and supervise a team of representatives to meet KPIs and SLAs.
• Coach and develop team members for performance and growth.
• Address employee concerns and resolve performance issues promptly.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Interpersonal skills

Leadership

Tools

CRM

Gorgias CRM

Job description

SupportNinja is seeking a Team Leader to manage a group of customer-support representatives onsite at The Sanctum, SM - North EDSA, QC. The role emphasizes coaching, performance management, and ensuring high-quality customer experiences.

You will monitor SLAs and KPIs, drive productivity, and collaborate with cross-functional teams to optimize workflows while staying aligned with company standards and training programs.