Team Manager
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Position Title: Team Manager

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Directly manages the performance, attendance, and behavior of the team leaders the roll up to them. This applies to rank and file ninjas belonging in teams that do not have an assigned team leader
  2. Indirectly manages the performance, attendance and behavior of the ninjas working in the programs assigned to them
  3. Conducts daily/weekly/monthly quality audits of team members work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real time side-by-side monitoring, etc
  4. Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficient and quality performance results including periodic updates we receive from our clients
  5. Identifies and develops your top-rated ninjas to be the next leaders of the company
  6. Analyzes reports through raw data in line with performance or quality and develops action plans to address identified deficiencies of the team
  7. Identifies individual and team gaps and takes corrective actions as needed following business standard practices
  8. Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice
  9. Develops, manages, and monitors clients’ KPIs and drives the team to work in meeting and exceeding the expectations of clients
  10. Takes calls, answers chats or email sessions, processes photo or content moderation, or other assigned support to meet service level objectives
  11. 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
  12. Monitors and observes the ninjas behaviors while on production floor and to be agile in escalating to HR any deviations for progressive discipline
  13. 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
  14. Participates in hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements
  15. 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
  16. Calibrates and coordinates effectively,efficiently, and clearly with Recruitment, Training, Office Services, and IT to ensure on-boarding and maintenance of team members is seamle

Qualifications:

  1. Management and/or call center experience preferred
  2. 2+ years related experience and/or training; or equivalent combination of education and experience
  3. Experience in budget, forecasts and expense management desired
  4. Assertive self starter who can work independently, yet function in a team environment
  5. Excellent organization, planning, time management and analytical skills. Strong team building, interpersonal, communication, and motivational skills
  6. Ability to lead and supervise in a fast paced, rapidly changing environment while managing multiple priorities
  7. Ability to manage a diverse workforce
  8. Applicants should be Filipino citizens or hold relevant residence status

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.