Team leader

Work Setup: Remote/WAH

Salary: $41,600/year

The Team Leader is responsible for leading and supporting a team of representatives within a call center environment to ensure operational performance, service quality, and exceptional customer experiences. This role provides coaching, guidance, performance management, and day-to-day operational support while driving productivity, employee engagement, and adherence to company standards and KPIs.

What does a day in the life of a Team Leader look like?

• Provide effective leadership and supervision to a team of representatives

• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives

• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment

• Address employee concerns, conflicts, and performance issues in a timely and effective manner

• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)

• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency

• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows

• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction

• Stay updated with industry best practices and trends to drive process improvements and innovation within the team

• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members

• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles

• Collaborate with other team leads and managers to share best practices and implement consistent processes

• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed

• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth

• Provide reports on team performance as required

• Regularly communicate with clients as needed

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications of a Team Leader ?

• Minimum of three (3) years of experience in a role equivalent to the representative position supported
• Minimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred
• Previous client-facing experience preferred
• Strong verbal and written communication skills
• Strong knowledge of customer service and technical support principles and practices
• Strong problem-solving and decision-making ability
• Excellent interpersonal skills to interact with team members, stakeholders, and clients 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 focus on driving operational excellence and continuous improvement
• Proficiency in customer service software and tools, such as CRM, and in general computer applications
• Demonstrated integrity in leadership, team engagement, performance management, and relationship-building
• Must have prior experience working in the fintech industry.

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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