Team Leader
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Team Leader leading SupportNinja customer-service representatives. Coaching teams, improving KPIs and SLAs, and ensuring exceptional customer experiences and operational efficiency.
Responsibilities:
- Provide effective leadership and supervision to a team of representatives
- Set clear performance expectations and goals aligned with organizational objectives
- Coach, mentor, and motivate team members to enhance skills, performance, and professional development
- Foster a positive and collaborative team environment
- Address employee concerns, conflicts, and performance issues
- Monitor team performance and adherence to SLAs and KPIs
- Analyze team metrics and implement strategies to improve productivity and efficiency
- Collaborate with cross-functional teams to streamline processes and resolve operational challenges
- Monitor and improve customer service quality and customer satisfaction
- Identify training needs and coordinate training sessions
- Ensure team members have necessary tools, resources, and information
- Collaborate with team leads and managers to share best practices and implement consistent processes
- Handle escalations and customer inquiries or complaints as needed
- Participate in team meetings and organizational initiatives
- Provide reports on team performance
- Communicate with clients as needed
- Adhere to company policies and procedures
- Meet or exceed KPI performance targets
- Participate in training programs and continuous learning modules
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues
Requirements:
- 3 years of experience in a role equivalent to the representatives the role will support
- Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
- 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 skills to interact with team members and stakeholders at all levels
- Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
- 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
Similar Jobs
Technical Team Leader, English
Technical Team Leader leading and coaching customer-service representatives for SupportNinja. Driving KPIs, technical support quality, productivity, and operational improvement remotely in Romania.
Team Leader, Coordination of Benefits
Team Leader overseeing Blue Cross NC’s Coordination of Benefits operations, workload, and staff development. Driving escalations, audits, root-cause analysis, and process improvements.
DCX Team Leader
DCX BPO Team Leader overseeing client-service performance, attendance, training, and team metrics. Remote Philippine role supporting U.S. small and medium-sized businesses.
Team Leader – Performance Coach
Performance Coach leading and improving Filipino Virtual Assistants’ productivity, quality, and accountability. Supporting VAs serving U.S. home care agencies through coaching and improvement plans.
Team Leader – Girls and Out-of-School Children – Action for Learning Programme (GOAL)
Team Lead guiding Oxford Policy Management’s GOAL education reform programme in Pakistan. Leading technical assistance, government engagement, education financing and multidisciplinary delivery.
Talent-Team Leader – Action for Learning Programme
Team Lead directing OPM’s GOAL education reform programme in Pakistan. Leading technical assistance, government engagement, financing reforms and multidisciplinary delivery.
Contact Centre Team Leader
Contact Centre Team Leader leading Customer Service Advisors for Capita, a business-process outsourcer. Managing KPIs, coaching, performance reviews, and service improvement from home.
Concierge Team Leader
Concierge Team Leader guiding email, social, and live-chat support for a science-led wellness eCommerce brand. Coaching agents, safeguarding SLAs, and owning escalated customer resolutions.
Concierge Team Leader
Concierge Team Leader leading customer support across email, social, and chat. Coaching agents and managing escalations for a U.S. science-led wellness eCommerce brand.
Demand and Supply Management Team Leader
Demand and supply team leader optimizing clinical trial inventory, forecasting, and logistics for Thermo Fisher Scientific. Leading global planning teams supporting pharmaceutical and biotech customers.
Team Leader – Offline Store
Team Leader managing Laku6 store operations in Jakarta. Driving sales, leading the team, and providing excellent customer experience.
Clinical Applications Team Leader
Clinical Applications Team Leader overseeing Women’s Health Ultrasound solutions while mentoring a regional team. Driving growth and technical support through collaboration with sales representatives and clinical education leaders.
Coding Team Leader
Coding Team Leader for US Anesthesia Partners overseeing medical record documentation and coding processes. Mentoring coders, collaborating with clinicians, and ensuring compliance with coding guidelines.
Team Leader
Team Leader managing a team to ensure exceptional customer experiences. Responsibilities include performance monitoring, coaching, and operational efficiency in a remote setting.
No more related jobs available.