Team Leader - Service Desk Operations

Job Summary

The team leader will assist in planning, organizing, leading and managing the technical support team. He/She ensures that the team members are exceptionally customer focused, responsive, dependable, technically excellent and team-oriented.

• Responsibilities

Organizes and directs the day-to-day activities related to the service desk operation of the Call Center.

• Drive improvements in overall service levels, transactional efficiencies and cost management.

Responsible for the timeliness and quality of required reports and other deliverables.

• Ensure compliance with the SLA and achievement of SLA targets.

Monitor process metrics and conduct monthly operations review, including SLA reporting, with internal and external parties.

• Drive effective customer service and operational excellence initiatives.

Review and update work instructions, processes and procedures; identify areas for improvement and implement continuous improvement plan.

• Ensure compliance with information security policies and guidelines.

Ensure appropriate staffing to support the day-to-day operations and business continuity.

• Establish and set policies/best practices in the workplace and ensure effective implementation and adherence by employees.

Manages and holds team accountable to meet performance objectives and ensure adherence to SLA.

• Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.

Coordinate with other departments regarding HR, IT, Finance and administrative matters to ensure smooth operations and avoid service interruptions.

• Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development.

Ensures that staffs understand how their work relates to the achievement of the department's objectives.

• Participates in the selection of staffs for the department following the recruitment, selection and placement policies of the company.

Validates learning and development needs of staffs and ensures they are provided equal and fair access to learning and development activities to enhance their competencies for higher productivity and/or greater roles.

• Qualifications and Requirements

Must possess at least a bachelor's degree or relevant work experience.

• At least 5 years working experience in a technical customer service environment and client relationship management.

Excellent project management, problem solving and decision-making skills.

• Possess some degree of technical competency in Information Technology.

Excellent interpersonal and communication skills with demonstrated success in building relationships with clients.

• Experienced in process improvement, driving projects, achievement of project and fiscal goals.

Expertise and hands-on experience in BPO operations and leading a team.

• Willing to work in Makati City.

Job Type: Full-time

Pay: Php21,

• 00 - Php25,000.00 per month
  
  Benefits:
• Company Christmas gift

Health insurance

• Life insurance

Schedule:

• 8 hour shift

Shift system
Supplemental Pay:

• 13th month salary

Overtime pay