ONSITE | TAGUIG | SHIFTING SCHEDULESKey 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
