SupportNinja is hiring a
Customer Service Sales Team Manager in Worldwide

Summary

The job is for a Team Lead/Supervisor position at SupportNinja, a BPO company that provides outsourced support to fast-growing tech companies. The role involves supervising a team, coaching and developing them, analyzing performance reports, maintaining client KPIs, communicating with clients, and participating in the hiring process.

Requirements

• Supervisory / management experience in a Call Center/BPO Setting
• 2+ years related experience and/or training; or equivalent combination of education and experience
• Previous sales experience
• Assertive self starter who can work independently, yet function in a team environment
• Excellent organization, planning, time management and analytical skills. Strong team building, interpersonal, communication, and motivational skills
• Ability to lead and supervise in a fast paced, rapidly changing environment while managing multiple priorities
• Ability to manage a diverse workforce

Responsibilities

• Takes in customer calls and manages the performance, attendance and behavior of the ninjas working in the account assigned to them
• Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficient and quality performance results
• Identifies and develops your top-rated ninjas to be the next leaders of the company
• Analyzes reports through raw data in line with performance or quality and develops action plans to address identified deficiencies of the team
• Identifies individual and team gaps and takes corrective actions as needed following business standard practices
• Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice
• Develops, manages, and monitors clients’ KPIs and drives the team to work in meeting and exceeding the expectations of clients
• Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that may have impact in production or in delivering quality of service to our customers in the absence or unavailability of their Operations Manager or Client Services Leader
• Monitors and observes the ninjas behaviors while on production floor and to be agile in escalating to HR any deviations for progressive discipline
• Creates or formulates employee engagement activities to drive team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate
• Participates in hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements
• Partners with HR Department to ensure that company policies are observed by all employees and to make proper recommendations through incident reporting in subjecting erring employees to progressive discipline
• Calibrates and coordinates effectively, efficiently, and clearly with Recruitment, Training, Office Services, and IT to ensure on-boarding and maintenance of team members is seamless

Preferred Qualifications

Experience in budget, forecasts and expense management desired

Benefits

• Competitive compensation
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program