Team Leader - Billing & Operations Excellence

SupportNinja; Mabalacat; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO activated starting on day one

Free Dependent Coverage

Free Lunch Daily

Job summary

SupportNinja is seeking a Team Leader to guide a high-performing customer service team at its Clark Pampanga facility. The role focuses on leadership, coaching, and ensuring adherence to SLAs and KPIs while supervising billing and work order workflows.

Strong communication and problem-solving skills are essential. The Team Leader will oversee supervision, provide guidance, and coordinate with cross-functional teams to optimize processes.

Qualifications

• 3+ years leading or supervising a team in a call center or customer service environment.
• Strong communication and interpersonal skills with a track record of coaching.
• Proven ability to manage SLAs and KPIs and drive process improvements.
• Experience with billing validation and work order management is a plus.
• Proficiency with CRM tools and standard office software.

Responsibilities

• Lead and supervise a team of representatives to meet performance targets.
• Coach and mentor team members to improve productivity and service quality.
• Monitor performance against SLAs and KPIs and address issues promptly.
• Analyze metrics to identify improvements and coordinate cross-functional process optimization.
• Oversee work order review, billing validation, and vendor communications.

Skills

Team leadership

Coaching & development

Communication skills

Problem solving

Tools

D365/Dynamics

Outlook

Avaya Cloud

Nanonets

Job description

SupportNinja is seeking a Team Leader to guide a high-performing customer service team at its Clark Pampanga facility. The role focuses on leadership, coaching, and ensuring adherence to SLAs and KPIs while supervising billing and work order workflows.

Strong communication and problem-solving skills are essential. The Team Leader will oversee supervision, provide guidance, and coordinate with cross-functional teams to optimize processes.