Team Leader

SupportNinja; Quezon City; Presencial; PHP 480.000 - 720.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Verbal communication

Written communication

Customer service

Problem solving

Interpersonal skills

Leadership

Herramientas

CRM

Gorgias CRM

Descripción del empleo

Work Setup:Onsite at The Sanctum, SM - North EDSA, QC

Type of Contract:Full-Time

The Team Leader is responsible for leading and supporting a team of representatives within a call center environment to ensure operational performance, service quality, and exceptional customer experiences. This role provides coaching, guidance, performance management, and day-to-day operational support while driving productivity, employee engagement, and adherence to company standards and KPIs.

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 aligned with organizational objectives

• Coach, mentor, and motivate team members to enhance skills, performance, and professional development while fostering a collaborative environment

• Address employee concerns, conflicts, and performance issues in a timely and effective manner

• Monitor team performance to ensure adherence to service level agreements (SLAs)and key performance indicators (KPIs)

• Analyze performance metrics and implement strategies to improve productivity and efficiency

• Collaborate with cross-functional teams to streamline processes, resolve challenges, and optimize workflows

• Maintain and improve customer service quality to ensure high levels of satisfaction

• Stay current with industry best practices and apply innovations to team operations

• Identify training needs and coordinate sessions to develop team knowledge and skills

• Ensure team members have the tools, resources, and information necessary to perform effectively

• Share best practices and align processes with other leaders and managers

• Serve as a point of contact for escalations and handle customer inquiries or complaints

• Provide reports on team performance as required

• Communicate with clients as appropriate

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications for aTeam Leader?

• 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

• Strong verbal and written communication skills

• Strong knowledge of customer service and technical support principles and practices

• Strong problem-solving and decision-making ability

• Excellent interpersonal skills to interact with team members, stakeholders, and clients 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 focus on driving operational excellence and continuous improvement

• Proficiency in customer service software and tools, such as CRM, and in general computer applications

• Demonstrated integrity in leadership, team engagement, performance management, and relationship-building

Preferred Qualification

• Gorgias CRM tool experience

• Beauty Products familiarity

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

If you are interested, you can access your instant interview here:https://alpharun.com/i/ksM7TLKZmkGpyRBlvHV14