Remote Call Center Team Leader — Coaching & KPIs

Ninja Partners LLC; Clifton (TX); Remote; USD 37,000 - 46,000; Full time

Job summary

SupportNinja LLC is seeking a Team Leader to supervise a team of representatives in a call center environment. The role emphasizes coaching, performance management, and day-to-day operational support to drive productivity and customer satisfaction.

The ideal candidate will have at least three years in a representative role with one year of leadership experience, strong communication skills, and familiarity with CRM tools.

Qualifications

• Minimum of three (3) years of experience in a role equivalent to the representative position supported.
• Leadership, supervisory, or team lead experience within a call center or customer support environment preferred.
• Strong verbal and written communication skills.

Responsibilities

• 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 and performance.
• Monitor team performance and ensure adherence to SLAs and KPIs.
• Collaborate with cross-functional teams to streamline processes and resolve operational challenges.
• Maintain a positive, empathetic attitude toward customers and colleagues.

Skills

Leadership

Coaching

Communication

Team management

Customer service

Tools

CRM

Job description

SupportNinja LLC is seeking a Team Leader to supervise a team of representatives in a call center environment. The role emphasizes coaching, performance management, and day-to-day operational support to drive productivity and customer satisfaction.

The ideal candidate will have at least three years in a representative role with one year of leadership experience, strong communication skills, and familiarity with CRM tools.