Technical Support Team Lead

Responsibilities & Duties:

• Leads staff involved in supporting with strong knowledge of customer systems and products/services

• Works closely with managers and staff to assess and meet technical support goals

• Trains guides and monitors employee performance.

• Provide weekly and monthly team reports

• Provides ongoing training and coaching

• May monitor calls and exam sessions in technical support group and helpdesk to ensure proper productivity and quality

• Participates in the development implementation and update of technical support training

• Ability to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures

• Ability to act as leader in Supervisory or Managers absence in ensuring the properly running of the technical supported exam sessions

• Work and communicate effectively with various levels of management and sponsors and act in the best interest of all parties involved

• Creates departmental correspondence and reports and responds to customers through written communication

• Coordinates work and vacation schedules of team members. Ensures technical support representatives provide prompt courteous and knowledgeable service to all customers

Qualifications:

At least 23 years solid experience as a Team Leader in a BPO industry

Graduate of any course

Excellent communication skills

Amenable to work in a shifting schedule

Amenable to work fulltime onsite ( Ortigas Pasig )

Remote Work :

No