Helpdesk Manager

CTC BPO Inc. (FKA: CallTek Center International Inc.) is a call center and a BPO company based in Cebu, Philippines. CTC BPO Inc. is a tailor-made business processing and technical support provider for the broadband and video/TV industry, specializing in hospitality/MDU markets.

We are continuously seeking individuals who are highly motivated, energetic, flexible, career-driven, and most importantly, people-oriented. We aim to build a company that provides the best technical and customer service available.

We are looking for a Helpdesk Manager.

Company Perks and Benefits:

• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24-hour snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Retirement Plan/ Life Insurance
• Savings Plan
• Team Socialization Allowance
• Perfect Attendance Bonus
• Quarterly Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more

Job Description:

Overall person in charge of overseeing the performance and productivity of agents assigned to our helpdesk account.

Duties and Responsibilities:

• Communicate effectively with customers, employees, and other managers.
• Build strong relationships with customers and ensure their satisfaction and loyalty.
• Resolve escalated customer issues, anticipate customer needs, and deliver quality service.
• Plan, execute, and evaluate projects related to call center operations.
• Define objectives, allocate resources, monitor progress, and measure outcomes.
• Delegate tasks fairly among the team, share relevant information, support decisions, and resolve disputes among the team.
• Troubleshoot problems, optimize processes, and ensure compliance with technical and operational standards.

Qualifications:

• Must have a minimum of two (2) years experience in a managerial role in the IT-BPO industry.
  
• Must have demonstrated experience in being in a helpdesk account.
• Experience in handling an international team is an advantage.
• Must have excellent verbal and non-verbal English communication skills.
• Must have demonstrated high emotional intelligence and maturity.
• Must be willing to work on a night shift schedule.
• Must be willing to work on weekends and holidays.
• Must be willing to work on-site.