Team Leader

Work Setup: Onsite at The Sanctum, SM - North EDSA, QCEmployment Type: Full TimeStart Date: ASAPThe Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.What does a day in the life of a Team Leader like?Provide effective leadership and supervision to a team of representativesBe able to regularly handle tickets of the account for continuous exposure to processes.Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectivesCoach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environmentAddress employee concerns, conflicts, and performance issues in a timely and effective mannerMonitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiencyCollaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflowsContinuously monitor and improve customer service quality, ensuring high levels of customer satisfactionStay updated with industry best practices and trends to drive process improvements and innovation within the teamIdentify training needs and coordinate training sessions to enhance the skills and knowledge of team membersEnsure team members are equipped with the necessary tools, resources, and information to effectively perform their rolesCollaborate with other team leads and managers to share best practices and implement consistent processesServe as a point of contact for escalations and handle customer inquiries or complaints as neededContribute to team meetings and participate in organizational initiatives to drive positive change and growthProvide reports on team performance as requiredRegularly communicate with clients as neededAdhere to company policies and proceduresMeet or exceed performance targets for related KPIsContinuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modulesMaintain a positive, empathetic, and professional attitude toward customers and colleagues at all timesWhat are the required qualifications for a Team Lead?At least 2 year experience in a leadership or supervisory role in a call center environmentPrevious client facing experience preferredStrong communication skills, both verbal and writtenStrong knowledge and understanding of customer service and technical support principles and practicesStrong problem-solving and decision-making skillsExcellent interpersonal to interact with team members and stakeholders at all levels.Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiencesResults-oriented mindset with a focus on driving operational excellence and continuous improvementProficiency in using customer service software and tools such as CRMProficient in using computers and various software applicationsPreferred Qualifications (a plus)A person to hire must be acquainted with using Intercom and its reporting capabilityStrong skills in data analysis and reporting—someone capable of independently running reports with above-average proficiency in Excel or Google Sheets.Experience in Intercom reporting, with the ability to navigate the platform and conduct deep-dive analyses with minimal supervisionExperience in client-facing activities or calls, who can clearly communicate performance trends and corresponding action planNinja Perks and Benefits*Full time employeesCompetitive compensationAdherence to government-mandated benefitsRetirement Savings Program with Company MatchingLife InsuranceHMO on day 1Paid time off, birthday leaveBonus and incentive plansOpportunities for skills training and personal and professional developmentEmployee Referral ProgramBeautiful office spaceFree lunch provided dailyExperience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?If you are interested, you can access your instant interview here: https://alpharun.com/i/jia8jO7CscSqOI0HycRIVDisclaimer:The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.