Team Lead
Job Description
- Work with Associate Manager to deliver short-term plans that aims at improving the operations of the Consumer Service Delivery.
- Ensure high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands and allocate resources to ensure the availability of adequate staffing for providing exceptional service for customer calls with real time monitoring of assigned support engineers to ensure cases and escalations are handled within SLA.
- Ensure competence and continuity of qualified front-line support engineers through optimum selection process, coaching and monitoring, performance appraisal and motivation techniques.
- Work with Support Readiness Process Analyst to identify and define improvements for processes, and facilitate their resolution and implementation.
- Together with Support Readiness Training and QA team, assess the training needs of Service Delivery and ensure participation of support engineers in both soft skills and technical training programs and help review the quality processes designed and ensure adherence to quality metrics.
- Acquire in-depth understanding of company policies and Consumer Support operational plans. Ensure the policies and operation plans’ proper implementation and compliance and achievement of all system, team and individual customer service goals with standards.
- Assist in call-deflection activities such as collection of top call drivers, customers’ feedback, and hot and most appropriate solutions.
Qualifications
- Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/IT or equivalent is an advantage.
- Minimum of 3 years experience in support operations
- Minimum of 2 years experience in call monitoring.
- Strong knowledge in automated call distribution system with excellent ability to analyze ACD data.
- Team player, strong self-confidence and ability to motivate teams to higher productivity
- Strong leadership and interpersonal skills.
- Excellent written and spoken communication.
- Strong project management, analytical and problem resolution skills
- Willing to work flexible hours and/or report on night shifts in order to meet deliverables. .
- Candidate must have personal commitment to improving one's own knowledge and skills. Highly motivated to learn.
- Excellent cross-functional team coordination skills.
To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph
