Helpdesk Team Lead

As the Helpdesk Team Lead at Octal Philippines Inc., you will oversee the daily operations of the helpdesk team, ensuring that user support requests are handled efficiently and effectively. Your role will involve managing the team's performance, providing guidance and support to team members, and fostering a positive work environment.

In this position, you will be responsible for:

Key Responsibilities:

• ·        Account Management:
• ·        Oversee daily operations of accounts to ensure efficiency and accuracy.
• ·        Monitor and maintain performance standards across all account activities.
• ·        Team Leadership:
• ·        Lead and support the team in delivering client requirements.
• ·        Ensure alignment with service level agreements and client expectations.
• ·        Customer Service & Performance Monitoring:
• ·        Prioritize meeting all customer expectations.
• ·        Track and analyze performance indexes including:
• ·        Incoming calls
• ·        Outgoing calls
• ·        Open aged calls
• ·        Reporting:
• ·        Prepare and submit reports on account performance:
• ·        Daily
• ·        Weekly
• ·        Monthly

• ·        Graduate of any 4 year   IT or any relevant course
• ·        With excellent English communication skills (verbal and written)
• ·        With at least 3 to 5 years experience as Helpdesk
• ·        With at least 3 years experience handling a team
• ·        With strong customer service skills
• ·        Willing to work in a shifting schedule
• ·        With a POSITIVE WORK ATTITUDE