ONSITE | TAGUIG | SHIFTING SCHEDULES
Key Requirements:
- At least 5 years in Technical Support in BPO
- 3-5 years of Team Leadership experience (Must have handled TSR agents)
- Completed at least 1st year in College (no back subject/s)
- Basic knowledge of Microsoft Products like Outlook, EXO, Teams, SharePoint, Share drive/OneDrive
- Microsoft 365 troubleshooting experience
- Amenable to work in shifting schedules.
- Amenable to work ONSITE (TAGUIG).
- Able to start ASAP
Summary/Description:
The main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach, and groom the team.
Ensure process compliance along with meeting client and internal commitments.
Own all customer escalations and complaints.
General Knowledge & Skills:
Minimum 5+ years’ experience in handling service delivery and operations
Exceptional knowledge of customer care operations and processes
Experience in managing teams
Able to coach, mentor, motivate and interact with people.
Excellent verbal and written communications
Strong decision making and analytical ability.
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Technical skills
Able to gather disorganized data into usable knowledge articles.
Experienced in creating reports on Excel/PowerPoint
Experience troubleshooting on Microsoft Products.
Job Responsibilities:
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets.
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects.
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually