Team Leader II

6 days ago

Muntinlupa, Philippines Stefanini North America and APAC Full time

Pasay, National Capital Region, Philippines Job Description Typically manages small or tier I service desk teams Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned Performing root cause analysis and identifying opportunities for helpdesk efficiencies Working with the Recruiting Department in hiring qualified candidates Creating a cohesive team environment through consistent management Quality monitoring May provide workforce management Special project work may be assigned as needed Job Requirements Bachelor's degree or equivalent required 2+ years of team lead/supervisory experience in a Service Desk environment Must have an experience in coaching, training, mentoring interviewing and hiring In-depth understanding of IT or BPO industry dynamics Critical thinking and problem solving skills Excellent attention to detail and organization skills Superior verbal, written, facility and presentation skills ITIL Foundations experience a plus (for ITO Service Delivery) Shift flexibility and schedule adherence are required for the position. #J-18808-Ljbffr

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