Job Description
Title: Help Desk Supervisor
Location: Cebu, Philippines
Position Summary & Key Areas of Responsibility:
- Leads support team leaders and ensures teams meets SLA standards.
- Coaches team to meet service level agreement objectives.
- Supports Manager providing key metrics, inputs, SLA results and action plans.
- Position is to guarantee the Call/Incident Management operations and/or request for escalation.
- Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team.
- Maintains relationships with key customers.
- Adapts global processes to meet local requirements.
- Monitor audits and assists in work direction of the team to ensure functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
- Responsible to guarantee the Knowledge base process (documentation, update and relevant articles).
- Receive suggestions and work to provide ways and means to motivate/improve assigned team's performance.
- Communicate with the Customer and the Account support teams providing key metrics and participating in Follow up meetings.
- Participate/Conduct in management, team meetings and activities.
- Conduct and participate in special projects to continuously improve processes, tools, systems and organization.
- Research and analyze operational effectiveness through interviews and metrics and provide input to management team.
- Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
- Support and guide in methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
- Responsible for participating in and ensuring the team completes all mandatory/recommended training course
Basic Qualifications:
- 3-5 years of relative experience (Helpdesk Supervisor, Technical Support Supervisor, Technical/Customer Service Supervisor
- Global Leadership
- SLA and KPI management
- Desk/Team management (Growth and Retention)
- Excellent communications, soft and relationship building skills.
- Strong organizational acumen.
- Strong commitment to the corporate processes and goals.
- Proficient in MS Office (Word, Excel, Outlook and Power Point).
- Excellent verbal and written communication skills.
- Sense for urgency.
- Problem solving and analytical skills.
