Hiring: Customer Service Team Manager (Remote/WFH)

Customer Service Team Manager (Remote)
REMOTE (US) /
SERVICE DELIVERY – WORK AT HOME (US) /
FULL TIME (REMOTE)
/ REMOTE

Salary Range: Salary: $38,000-$40,000 / yr
Start Date: February 13, 2023
Type of Contract: Full Time Employment
Work Set Up: Permanent Remote
Work Schedule: Monday to Friday (Saturdays and Sundays Off)
Shift Schedule: Dayshift

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 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.

————————-

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Job Responsibilities:
Takes in customer calls and manages the performance, attendance and behavior of the ninjas working in the account assigned to them; Serves as “Player-Coach” while the account and team grows
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
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

Qualifications:
Supervisory / management experience in a Call Center/BPO Setting
2+ years related experience and/or training; or equivalent combination of education and experience
Experience in budget, forecasts and expense management desired
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

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.

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.