Overview

• Salary

  70,000 PHP ~ 100,000 PHP

• Industry

  BPO / IT BPO / Call Center

• Job Description

  ・Deliver support services to meet SLA commitment to customer
  ・Oversee incident management, including incident resolution, incident creation incidents routing and phone/email/chat response
  ・Deliver a Global Service Desk that has 24/7 coverage and availability
  ・Ensure Knowledge base quality is consistently maintained, meaning useful to employees and customers alike Enforce policies and procedures and provide continuous process improvement to lead to faster resolutions.
  ・Responsible for planning, organizing and implementing any new Service Desk standards.
  ・Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere Provide career panning advice to team and create development plans to help employees achieve their career goals, including assigning of work which utilizes their skills and capabilities and provides them with opportunities for learning.
  ・Manages the Service Desk Staff including consultation on performance evaluations, career development, hiring and disciplinary responsibilities.
  ・Coordinate activities between multiple support groups to ensure adherence to SLA
  ・Take overall responsibility to incident management and request fulfillment
  ・Attend stakeholder and client meetings, anticipate potential issues and come up with action steps geared towards mitigating potential customer impact.