Team Lead, Operations & Billing Excellence

SupportNinja; Pampanga; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Competitive Compensation

Retirement Savings Program

Life Insurance Coverage

HMO activated starting on your very第一?

Free Dependent Coverage

Free Lunch Daily

Job summary

SupportNinja is seeking a Team Leader to guide a high-performing customer service team onsite at The HideOut Office, Pampanga. You will coach reps, drive performance, and oversee work order review, billing validation, and vendor coordination to ensure smooth daily operations.

You will lead with a focus on process improvement, cross-functional collaboration, and adherence to service level agreements and key performance indicators.

Qualifications

• 3+ years in a role supporting a team of representatives.
• 1+ year in a leadership or supervisory role, preferably in a call center.

Responsibilities

• Provide effective leadership and supervision to a team of representatives and set clear performance expectations.
• Coach, mentor, and motivate team members to improve skills and performance.
• Monitor and enforce SLAs and KPIs and address performance issues.
• Analyze team metrics and identify efficiency improvements; collaborate with cross-functional teams to optimize processes.
• Oversee work order review and billing validation; audit invoices against work, scope, and rate agreements.
• Enforce quality control; manage vendor communications and secure missing or corrected documentation.
• Utilize D365, Outlook, Avaya Cloud, and Nanonets to manage daily operations.

Skills

Leadership

Communication

Customer service principles

Tools

D365/Dynamics

Outlook

Avaya Cloud

Nanonets

Job description

SupportNinja is seeking a Team Leader to guide a high-performing customer service team onsite at The HideOut Office, Pampanga. You will coach reps, drive performance, and oversee work order review, billing validation, and vendor coordination to ensure smooth daily operations.

You will lead with a focus on process improvement, cross-functional collaboration, and adherence to service level agreements and key performance indicators.