About the role
Are you a seasoned leader with a passion for driving operational excellence and mentoring top talent?
As the next Team Leader, you won’t just be managing workflows—you’ll be a vital mentor and strategist, guiding a team of Data Processors who handle critical prescription (RX) data.We are looking for a results-oriented leader who thrives in a high-performance environment and is ready to oversee high-volume operations with empathy and precision.If you are a C1-level communicator with a proven track record of inspiring teams to meet strict accuracy and SLA targets, your next career move starts here.
Work Setup: Remote - Philippines
Type of Contract: Full-Time
Schedule/Hours: 8 AM – 5 PM EST, Mon–Fri (Night Shift)
Equipment: Company-Provided
Job Summary
The Team Leader is responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences.This role focuses on coaching, mentoring, and driving productivity for the Data Entry team while maintaining high operational efficiency and service quality.
What does a day in the life of a Team Leader look like?
Operational Leadership: Provide effective supervision and set clear performance goals aligned with organizational objectives.
Data Entry Oversight: Manage a team performing high-accuracy data entry of RX information into the ABS system.
Volume & SLA Management: Ensure the team successfully handles a high-volume workload of ~400 RX/day within strict 24-hour SLA timelines.
Quality Control: Drive "first-time accuracy" strategies to prevent costly production errors and remakes.
Performance Coaching: Mentor and motivate team members to enhance their skills while fostering a collaborative environment.
Metric Analysis: Monitor SLAs and KPIs, analyzing team metrics to identify and implement productivity improvements.
Process Optimization: Collaborate with cross-functional teams to streamline digital portal workflows and resolve operational challenges.
Stakeholder Collaboration: Coordinate with the CSR team for escalations and regularly communicate with clients as needed.
What are the qualifications of a Team Leader?
Leadership Experience: Minimum of 1 year in a leadership or supervisory role, preferably in a call center environment.
Domain Expertise: At least 3 years of experience in a role equivalent to the representatives being supported (Data Entry/Processing).
Communication Mastery: C1 English proficiency level with strong verbal and written communication skills.
Technical Knowledge: Strong understanding of customer service and technical support principles, with proficiency in CRM and data processing tools.
Process Excellence: Proven ability to work within a process-driven environment with defined SOPs and SLAs.
Strategic Mindset: Strong problem-solving, decision-making, and interpersonal skills to interact with stakeholders at all levels.
Core Soft Skills Requirements
Inspirational Leader: You have a proven ability to lead and inspire a team to achieve performance targets.
Continuous Improvement Focus: You have a results-oriented mindset focused on driving operational excellence and staying updated with industry trends.
Professional Advocate: You maintain a positive, empathetic, and professional attitude toward colleagues and customers at all times.
Ninja Perks and Benefits:
Competitive Compensation
HMO Coverage: Activated 1st day and free dependents (one upon regularization and another after a year of service).
Retirement & Insurance: Life insurance and a retirement savings program with company matching.
PTOs: Paid time off plus birthday leave.
Growth Opportunities: Access to skills training and personal/professional development programs.
Discover A Better Way to Grow! Are you ready?
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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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Originally posted on Himalayas