Support Operations Leader

1 day ago


Cainta, Calabarzon, Philippines beBeeExpert Full time ₱3,500,000 - ₱4,500,000
Leadership Position: Support Supervisor

This is a pivotal role in our organization, requiring an individual to oversee the Support team in case assessment and assignment, escalation management, and single-touch case resolution.

  • Team Management:
    • The ideal candidate will be responsible for leading the team towards achieving departmental goals efficiently and effectively.
  • Client Training:
    • Train specific clients and groups of engineers focused on various industries.
  • Casework Guidance:
    • Triage cases and guide team members on best practices through the entire training and technical support process.

Key Responsibilities:

  1. Ensure a positive and constructive working environment that fosters growth and success within the coordination team.
  2. Work closely with Service Delivery Managers to ensure case handling meets Thrive standards.
  3. Contribute to POD Manager Escalation numbers.

Qualifications:

  • Bachelor's Degree in Information Technology or a related field is preferred, or an equivalent combination of education and relevant work experience.
  • 1-3 years of managerial experience, preferably in a call center or managed services setting.
  • Technical expertise in MSP products as they relate to Thrive's service catalog.

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