Team Manager

Quezon City
SupportNinja Careers – Customer Support /
Full Time /
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.

This is an onsite position at The Sanctum, North EDSA, Quezon City

The Team Manager is responsible for the day-to-day activities and guidance of their team members. The Team Manager sets targets, implements guidelines, and assists with any issues the employees may have. A Team Manager has to ensure that all members understand the team’s objectives and work together to achieve them. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal. 

The Team Manager may use certain principles to manage the team. One such is the SMART principle; team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. A Team Manager will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary. 

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
    • Adheres to company policies and procedures
    • Meets or exceeds performance targets for related KPI’s
    • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
    • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
    • Performs other duties as assigned

What are the required qualifications of a Team Manager?

    • At least 1 year experience in a leadership or supervisory role, preferably in a call center/BPO environment
    • Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
    • 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.
    • 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
    • Amenable to work onsite at the Sanctum Office, North EDSA, Quezon City
Ninja Perks and Benefits
*Full time employees
     Competitive compensation
     Adherence to government-mandated benefits
     Retirement Savings Program with Company Matching
     Life Insurance
     HMO on day 1
     Paid time off, birthday leave
     Bonus and incentive plans
     Opportunities for skills training and personal and professional development
     Employee Referral Program
     Beautiful office space (for onsite employees)
     Free lunch provided daily (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
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.