Team Leader

**Activities**
- Analysis End User Satisfaction feedback and defines trend analysis
- Defines opportunities for up streaming workload
- Creates automation plans
- Defines End to end quality improvements by invoking problem management
- Creates End to end overviews of contract end user performance and quality
- Informs Tower Service Operations Manager when E2E delivery quality or performance is impacting End User Satisfaction
- Defines Continuous Improvement plans for mayor contracts
- Manages improvement plans
- Creates and maintains knowledge management strategy
- Checks use of knowledge management tools and methods
- Conducts skills, technical, management and staff development training courses within the Business Unit.
- Uses needs assessment tools to determine effectiveness of training programs.
- Interacts with functional organizations to develop specifications for content of courses.
- Ensures that the Knowledgebase is always updated and acts as the Main Point of Contact for support and process updates.
- Evaluates need and develops new training materials and/or revises current material to ensure business unit or group training needs are met
- Evaluates training methodology
- Designs and develops in-house programs
- Creates and updates Knowledge Articles and updates the Knowledgebase system regularly
- Provides regular support updates
- Interacts with functional organizations to develop specifications for content of courses
- Conducts follow up to determine applicability of course material
- Coordinates and oversees the process of maintaining daily logs, turnovers, reruns and equipment malfunction reports consistent with established service levels; takes corrective action if service levels are not maintained.
- Ensures adherence to department policies/procedures as well as generate requested or required reports for customers and management.
Keeps apprised of developments in field of expertise to ensure currency of knowledge.
- Provides task leadership to assigned staff and assists in the implementation of training priorities to ensure departmental staff maintains current technical/customer service skill set.
- Ensures that the processes and procedures are consistently being implemented.
**Other duties as assigned**

Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Networks with senior internal and external personnel in own area of expertise.
**Job Types**: Full-time, Permanent

Pay: Php30,000.00 - Php40,000.00 per month

**Benefits**:

- Additional leave
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee

Schedule:

- Night shift
- Shift system

Supplemental Pay:

- 13th month salary
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Taguig City: Reliably commute or planning to relocate before starting work (required)