Team Leader I (Acosta)
Job Location:
Job Location:
Pasay - Philippines
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
8 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Description
- Typically manages small or tier I service desk teams
- Coaching counseling providing feedback handling disciplinary issues and providing positive recognition
- Ensuring each Technician meets his or her required goals including intraday schedule adherence attendance call center metrics policy/handbook adherence conduct and performance
- Writing employee performance evaluations delivering annual merit reviews updating employee journals daily and performing other administrative tasks as assigned
- Performing root cause analysis and identifying opportunities for helpdesk efficiencies
- Working with the Recruiting Department in hiring qualified candidates
- Creating a cohesive team environment through consistent management
- Quality monitoring
- May provide workforce management
- Special project work may be assigned as needed
- Bachelors degree or equivalent required
- 2 years of team lead/supervisory experience in a Service Desk environment
- Must have an experience in coaching training mentoring interviewing and hiring
- In-depth understanding of IT or BPO industry dynamics
- Critical thinking and problem solving skills
- Excellent attention to detail and organization skills
- Superior verbal written facility and presentation skills
- ITIL Foundations experience a plus (for ITO Service Delivery)
- Shift flexibility and schedule adherence are required for the position.
- Required : Team Lead Apprenticeship Graduate
Required Experience:
Manager
