Team Manager

2 weeks ago

Manila, National Capital Region, Philippines SupportNinja Full time

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.

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.

The Team Manager is responsible for the day-to-day activities and guidance of their team members. The Team Manager sets targets, implements guidelines, and assists with any issues the employees may have. A Team Manager has to ensure that all members understand the team's objectives and work together to achieve them. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal.

The Team Manager may use certain principles to manage the team. One such is the SMART principle; team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. A Team Manager will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary.

What does a day in the life of a Team Manager look like?
  • Indirectly manages the performance, attendance, and behavior of the ninjas working in the programs assigned to them
  • 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.
  • Monitors and observes the ninja's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline
  • Attends and participates in Product Specific Training as conducted by the Training Team and/or the client to ensure the comprehensive transfer of product/account knowledge essential to the continuous growth of the account and the Ninjas in the account; initiates and attends, if applicable, per account upskilling sessions
  • Gathers raw data per account in line with performance or quality to be submitted to the Process Solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified deficiencies of the team
  • Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients
  • Perform other duties as assigned
What are the required qualifications of a Team Manager?
  • Minimum of 3 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
  • 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.
  • Must have an extensive Coaching experience and able to identify the strengths and weaknesses of subordinates for preparation for higher posts
  • Preferred to have at least Coaching Certification
  • Preferably with Client Facing experience and able to present accounts under own responsibility.
  • Must have extensive experience in recruiting potential team members
  • Must have an extensive knowledge in creating and processing HR and account related documents and procedures pertaining to direct reports.
  • Knowledgeable in both MS and Google Office applications
  • Must be authorized to work in the Philippines

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

●Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

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.


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