Location hiring:
- Cebu City
Job Responsibilities:
- Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
- Oversee the day-to-day operation of your assigned team and ensure that department goals, such as service level, quality, and staffing, are met. Adjust schedules as needed to meet Service Level Agreements.
- Continuously check for accuracy of results.
- Drive a culture of continuous improvements, new approaches, and personal excellence.
- Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their client.
- Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
- Develop and audit quality assurance strategies to ensure the delivery of world class service.
- Interview candidates for new positions.
- Ensure personnel issues are dealt with in a timely manner, including disciplinary actions.
- Take escalated issues from customers.
- Applies understanding and knowledge of information systems products and services to assist users.
- All other duties as assigned.
Qualifications:
- 2 to 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
- 1 to 2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience.
- 1 to 2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
- Outcome oriented with a commitment to achieving personal, client and company goals.
- Ability to work in a fast-paced environment and maintain focus on key priorities.
- Strong understanding of the call center environment and maintain focus on key priorities.
- Must be able to work independently.
- Must be able to work a flexible schedule to accommodate DR situations during off hours.
- Strong interpersonal skills.
- Strong leadership skills.
- Disaster Recovery (DR) experience a plus.
- Strong customer service skills.
- Ability to understand and follow oral and written instructions.
- Strong English (verbal and written) skills.
*This will be a rotational shift job which includes night shift as well. Shift timings will be provided during onboarding. Candidates have to be flexible.