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Team Leader

SupportNinja

SupportNinja

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Posted on Jan 8, 2025
Start Date: TBD
Salary: $41,600/yr
Work Set Up: Permanent Remote
Type of Contract: Full Time

Equipment Provision: Bring-Your-Own-Device (BYOD)

What does a day in the life of a Team Leader 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 of a Team Leader?

  • 3+ years experience in a role equivalent to the representatives the role will support
  • 1+ years 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
  • Medical, dental and vision insurance
  • Paid time off
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program

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