Customer Service Sales Team Manager

Remote from: 🇺🇸 USA
Job function: Customer Success
Job type: Full Time,
Job posted: 12 Apr 2024
Apply before: 12 May 2024
Industry: Outsourcing/Offshoring

Growth can be a great problem to have—as long as you have the right team.

Outsourcing/Offshoring
2015

Actively Hiring

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.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

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
Previous sales 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.