Service Delivery Optimization and Training Manager

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.

This is a hybrid setup role at The Hideout, Clark, Pampanga/The Foundry, BGC, Taguig/The Sanctum, SM North EDSA, Quezon City.

The Service Delivery Optimization and Training Manager will be responsible for delivering product, technical, and competency training to associates and managers within the Service Delivery Operations. This position will also become a subject matter expert in Service Delivery and act as a liaison between Service Delivery Operations and the Global Learning organization.

• Deliver comprehensive skill enhancement training and coaching for employees within the service delivery organization

• Conduct Training Needs Analysis
• Develop a best in class training program for service delivery associates and managers with a focus on client satisfaction and employee development

• Design and expand training and development programs within the service delivery framework based on employee, leadership, and client feedback

• Provide training and refresher training for operations associates, team leads, team managers, and service delivery managers

• Deliver product, technical training and refresher training
• Deliver competency based training including soft skills, quality, and other behavioral based training that will improve the overall customer experience

• Provide training and refresher training to service delivery leaders with a focus on effective coaching, leadership, and client success
• Attend new hire training to observe current state and make recommendations to improve associate and new leader onboarding experience

• Attend all service delivery leadership meetings to stay updated with emerging issues and other problem statements that can be solved by effective training and refresher training initiatives

• Work with the Global Learning organization to develop a comprehensive and consistent training program for Team Managers and Service Delivery Manager

• Prepares training content with scenarios and exercises geared to audience needs; creates an engaging training environment that promotes learning and successful knowledge transfer
• Tracks and analyzes the effectiveness of training programs by reviewing job performance, NPS, Churn and other relevant success metrics

• Develop a rigid and comprehensive training schedule alongside the rest of the Global
• Learning Organization for service delivery associates and management team throughout their employee journey

• Collect and distribute course materials and learning resources
• Serve as a point of contact for all questions about training schedules and curriculums within service delivery

• 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

• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

• 3+ years experience in customer service, preferably with onboarding and training activities

• Prior customer service leadership experience highly preferred
• Proven ability to work as an individual contributor while delivering tangible results for service delivery and HR leaders

• Experience facilitating presentations with internal and external audiences
• Exceptional communication and presentation skills, with the ability to engage and motivate learners and business leaders

• In-depth understanding of customer service principles, soft skills training, coaching techniques, and adult learning principles

• Proficiency in designing and delivering effective training materials using a variety of methods and tools

• Analytical mindset with the ability to use data to assess training effectiveness and make informed decisions

• Collaborative and adaptable, able to work with diverse teams and adjust feedback-based strategies.

• Experience defining program requirements and using data and metrics to determine improvements

• Customer Focus
• Strong communication and presentation skills
• Continuous Improvement Mindset
• Soft Skills
• Highly organized
• Detail Oriented
• A People First Mindset
• Leadership Mindset
• Team Player
• Problem Solver

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.