Customer Service Team Manager

Office Address: 3008 Taylor St, Dallas, TX 75226, United States

Company Overview

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.

What does a day in the life as a Customer Service Team Manager look like?

• 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
• 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 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
• Monitors and observes the ninjas behaviors while on production floor and to be agile in escalating to HR any deviations for 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
• Identifies and develops your top-rated ninjas to be the next leaders of the company
• 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
• Analyzes reports through raw data in line with performance or quality and develops action plans to address identified deficiencies of the team
• 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
• 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

What are the required qualifications for a Customer Service Team Manager?

• Excellent organization, planning, time management and analytical skills. Strong team building, interpersonal, communication, and motivational skills
• Ability to manage a diverse workforce
• Experience in budget, forecasts and expense management desired
• Ability to lead and supervise in a fast paced, rapidly changing environment while managing multiple priorities
• 2+ years related experience and/or training; or equivalent combination of education and experience
• Assertive self starter who can work independently, yet function in a team environment
• Supervisory / management experience in a Call Center/BPO Setting

SupportNinja Perks and Benefits

• Paid time off, birthday leave
• Bonus and incentive plans
• Medical, dental and vision insurance
• Competitive compensation
• Opportunities for skills training and personal and professional development

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.