Team Manager | RemoteWLB

Description

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

Training will be ONSITE at: WeWork - Cra. 11B #99-25, Bogotá, Colombia

Salary: COP 4,500,000 + COP 150,000 WFH Allowance

Start Date: August 12, 2024

Schedule: 8:00 AM to 6:00 PM Central Standard Time, Monday-Friday

Work Set Up: Permanent Remote

Type of Contract: Full Time

Equipment Provision: Company Provided

Job Summary: The Team Manager will be responsible for leading and managing a team of technical 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.

Training will be ONSITE at: WeWork - Cra. 11B #99-25, Bogotá, Colombia

Salary: COP 4,500,000 + COP 150,000 WFH Allowance

Start Date: August 12, 2024

Schedule: 8:00 AM to 6:00 PM Central Standard Time, Monday-Friday

Work Set Up: Permanent Remote

Type of Contract: Full Time

Equipment Provision: Company Provided

What does a day in the life of a Team Manager look like?

Provide effective leadership and supervision to a team of representatives

Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives

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

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

Monitor 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 efficiency

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

Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction

Stay updated with industry best practices and trends to drive process improvements and innovation within the team

Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members

Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles

Collaborate with other team leads and managers to share best practices and implement consistent processes

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

Contribute to team meetings and participate in organizational initiatives to drive positive change and growth

Provide reports on team performance as required

Regularly communicate with clients as needed

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

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

Perform other duties as assigned

What are the required qualifications for a Team Manager?

Proficient in English

Must have a high school diploma or equivalent

Must be 18 years of age or older

Previous experience in a leadership or supervisory role, preferably in a call center environment

Previous client facing experience preferred

Strong communication skills, both verbal and written

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

Strong problem-solving and decision-making skills

Excellent 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 experiences

Results-oriented mindset with a focus on driving operational excellence and continuous improvement

Proficiency in using customer service software and tools such as CRM

Proficient in using computers and various software applications

Ninja Perks and Benefits

● Competitive compensation

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

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.