Technical Support Team Lead

Responsibilities & Duties:

• Leads staff involved in supporting with strong knowledge of customer systems and products/services
• Works closely with managers and staff to assess and meet technical support goals
• Trains guides and monitors employee performance.
• Provide weekly and monthly team reports
• Provides ongoing training and coaching
• May monitor calls and exam sessions in technical support group and helpdesk to ensure proper productivity and quality
• Participates in the development, implementation, and update of technical support training
• Ability to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures
• Ability to act as leader in Supervisory or Managers absence in ensuring the properly running of the technical supported exam sessions
• Work and communicate effectively with various levels of management and sponsors and act in the best interest of all parties involved
• Creates departmental correspondence and reports and responds to customers through written communication
• Coordinates work and vacation schedules of team members. Ensures technical support representatives provide prompt, courteous and knowledgeable service to all customers

Qualifications:

• At least 2-3 years solid experience as a Team Leader in a BPO industry
• Graduate of any course
• Excellent communication skills
• Amenable to work in a shifting schedule
• Amenable to work full-time onsite ( Ortigas, Pasig )