Work Location: Amethyst Building, Damosa IT Park, Lanang, Davao City
Job Description
Roles & Responsibilities
- Manage a team of approx. 15 Technical Support Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
- Strong background in TSR and process.
- Manage and strengthen Client Relationship.
- Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations
- Manage team performance and responsible for the overall development of the team
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the projector lateral movement.
- Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.
- Responsible for daily, weekly, monthly reporting to Clients as per their requirement.
To apply, follow this link http://bit.ly/2FUWqBP
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