Team Leader: Customer Experience & Operations

SupportNinja

Mabalacat

On-site

PHP 670,000 - 1,004,000

Full time

4 days ago

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Benefits offered by this job

Retirement Savings

Life Insurance

HMO from day 1

Free Dependent Coverage

Free Lunch Daily

Competitive Compensation

Job summary

SupportNinja is seeking a dynamic Team Leader to guide a high-performing customer service team onsite at PH Onsite - Hideout. You will coach, mentor, and supervise reps, driving performance, productivity, and operational efficiency while overseeing work order review, billing validation, and vendor coordination.

You will ensure adherence to SLAs and KPIs, lead process optimization, and collaborate with cross-functional teams to resolve operational challenges and improve workflows.

Qualifications

Minimum of 3 years in a role equivalent to the representatives the role will support.
Minimum of 1 year in a leadership or supervisory role, preferably in a call center environment.
Previous client-facing experience is preferred.

Responsibilities

Lead and supervise a team of representatives to ensure delivery of exceptional customer experiences.
Coach, mentor, and motivate team members for performance and development.
Monitor SLAs and KPIs; drive adherence and continuous improvement.
Oversee work order review, billing validation, and vendor coordination workflows.
Ensure quality paperwork and effective vendor communications for timely billing.

Skills

Team leadership

Coaching & mentoring

Customer service principles

Communication skills

Problem-solving

Tools

D365/Dynamics

Outlook

Avaya Cloud

Nanonets

Job description

You will ensure adherence to SLAs and KPIs, lead process optimization, and collaborate with cross-functional teams to resolve operational challenges and improve workflows.

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