Team Leader (Mastercard)
Job Location:
Job Location:
Pasay City - Philippines
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
20 days 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.
About Company
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 40 countries across the Americas, Europe, Australia and Asia. With more than 25,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application developme ... View more
