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Team Leader (BPO/Call Center Technical) Regular Post

Manila, National Capital Region, Philippines
November 10, 2016

Technical Team Leader

Location: Ortigas

Schedule: Shifting


- Responsible for the daily real time monitoring and managing of the support operations

- Real-time monitoring of the engineer's efficiency and effectiveness on the support operations

- Workforce management - ensures appropriate workforce is allocated to respond on any customer service call/request according to SLA or ERT (Expected Response Time for online support)

- Escalation Management – responds, manages, recovers any customer complaints or escalations by tapping expert resources in resolving the issues raised

- Process Development, Implementation and Management - creates or modifies support operations processes as needed with objectives clearly defined

- In depth understanding and adaptability on the organization's core values and company policies, a leader by example to all members

- Coaching - provides timely coaching on the engineer's performance or specific behavior, both as part of performance management and career development

- Motivates team members to provide the highest quality of service and guide them towards career growth within the organization

- Generates team performance report on a regular basis and be able to analyze and interpret the output from there he/she is expected to provide the operational plan

- Career development of the team members - ensures that the engineers have specific developmental plan and executed accordingly. Furthermore, all development plans are supportive of the business objectives

- Works closely with the Operations Manager in planning and the execution of operational plans according to the business direction and strategy


- Candidate must possess at least a Bachelor's/College Degree, Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.

- At least 2 years of working experience in the related field is required for this position.

- Preferably has team leader experience 2 yrs. & up specializing in IT/Computer - Software or equivalent.

- Required skill(s): Customer Service, Time Management, Inter personal Skill, People Management.

- Excellent Communication Skills (Verbal and Written)

- Excellent Problem Solving/Resource Management Skills

- Ability to use the phone system, desktop computer system

- Applicants must be willing to work in Ortigas, Pasig City

For interested applicants, kindly send your resume at: