POSITION SUMMARY

●       Handle and oversee the management of operational tasks for Internal Help Desk between the company's local employees and its global group employees world-wide.

●       Coordinate Help Desk tasks between the company's overseas Help Desk teams.

●       Monitor and Quality Assurance of Agents performance, providing statistics and reports 

●       Manage and/or provide guidance to junior members of the team

●       Prepare standard operations procedure documentation

Interact with vendors, outsources, and contractors regarding products and services

JOB RESPONSIBILITIES

●       Provide strong leadership to the teams in Manila, including coaching and mentoring

●       People responsibility for System and Operations

●       Work on staff engagement initiatives to enhance motivation and effective delivery

●       Manage service desk activities on a daily basis, including day to day collaboration and alignment with Team Leads, other Supervisors and Specialists

●       Ensure a healthy working environment, which fosters openness, innovation and continuous improvement

●       Develop and sustain a customer care philosophy that ensures high levels of end user satisfaction

●       Accountable for ensuring adequate staffing and skill levels at all times to ensure skill balance/manpower to deal with all volume of work as categorized within the Service Desk

●       Responsible for day-to-day operational performance of the Service Desk measured through various statistical reports

●       Day to day management in line with company policies and tools

●       Act as escalation point for the Supervisors and be the extended service between the Service Desk in Manila and company representative in the world.

●       Accountable for service professionalism in the resolution of all incidents and requests that falls under the responsibility by the 1st level support and by accordance to the SLA's as listed under the Service policy

JOB QUALIFICATIONS

Education 

College diploma or university degree

3 years of equivalent work experience especially IT technical Help Desk (Call center) supervisor

Help Desk (Call Center) Management Experience  

Help Desk management

Data Analysis and generate strategy. Finding improvement points for Help Desk Operations.

Expanding operational process with company policy.

Personal Characteristics 

Strong customer service orientation

Proven analytical and problem-solving abilities. 

Ability to effectively prioritize and execute tasks in a high-pressure environment 

Strong inter-personal and oral (English) communication skills.

Skilled at working within a team-oriented, collaborative environment

Ability to present ideas and solutions in both a business and user-friendly language 

Highly self-motivated and directed

Keen attention to detail

Ability to adjust & understand cultural differences due to multi-national nature of the work environment

Must have a proactive attitude and can immediately be reached to respond to any situation

Punctuality is a MUST 

Rotating shifts

Availability to render duty to address urgent situations or when a demand arises even during off-hours/off-days

40-hour on-site work week (22 DAYS/month) based on the company's business calendar