Team Manager
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SupportNinja is a leading BPO provider for fun tech startups and enterprise organizations. It’s run by a bunch of millennial your age, and that makes for a pretty awesome place to work, don’t you think?

Not everybody can be a Ninja though. Only those with a high level of integrity, teamwork, and compassion can pass the tests.

Position Overview

As a Team Manager, you will be working hand in hand with the Operations department, HR and Assistant Account Manager. Your primary goal is to take care of the team and ensure that the program/account assigned to you is functioning well and we are providing quality output. SupportNinja Inc., prides itself providing swift, accurate results thereby, providing excellent services to our clients.

Major Job Duties

  • Directly manage several teams with different accounts or programs.
  • Monthly coaching with each team member or more if necessary to achieve efficient and quality performance of CSRs and team leads. Take a proactive approach to address any employee performance and attendance issues.
  • Manage individual and team performance through ongoing coaching and feedback, huddles and team meetings. Address any gaps and take corrective action as required.
  • Identify individual and team training needs and put a plan together to address any gaps
  • Conduct quality reviews on team members on a monthly basis through call monitoring, reviews of chat and emails
  • Morale builder for team members. Providing motivational programs/activities and frequent recognition plans are in place and is constantly given.
  • Having a thorough understanding and knowledge on various systems, tools and process that is being utilized within the programs or clients.
  • Keeping and tracking performance information of each team members.
  • Effectively handle and manage Customer calls, chats and emails escalated from the Customer Service Agents and team leads
  • Manage and monitors KPI’s and devising necessary KPI’s for team’s performance and drive teams to meet and exceed program or accounts targets.
  • Build and execute day-to-day operational process and ensuring the teams adaptability to clients changing needs.
  • Provide daily, weekly and monthly reports and analysis as needed.

Essential Job Competencies

  • Bachelor’s or College degree.
  • Minimum 1yr management experience.
  • People Management.
  • Strong communication skills; both verbal and written by being constructive and professional.
  • Other Skills/Abilities/Success Factors
  • Project Management Skills.
  • Strong working knowledge of MS Office and Google Documents.
  • Strong analytical skills, that could interpret data, identify trends and has sound judgement in giving suggestions for improvements.
  • Willing to work on night shift and holidays.
  • Highly analytical with strong problem solving, leadership and good interpersonal skills

 

TO BE CONSIDERED FOR THE POSITION, Send resume and a cover letter , references , and SALARY REQUIREMENTS