Customer Service Team Manager (Dallas Onsite)

Work Location: 2550 Pacific Ave, Dallas, TX 75226

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.

• 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

• Undergraduates welcome to apply
• Must be 18 years of age or older
• 2+ years of supervisory / management experience in a Call Center/BPO Setting
• Experience managing a 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

Ninja Perks and Benefits

Competitive compensation

Beautiful facility 

Adherence to government-mandated benefits

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

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.