Operations Leader

2 days ago

Province of Palawan, Mimaropa, Philippines beBeesupervisor Full time $93,040 - $111,040
Job Title: Support Team Supervisor

The ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases.

This person should have a leadership background combined with customer service & minor technical expertise.

A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals is required.

Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Key Responsibilities:

  • Ensure team is working toward departmental goals in the most efficient and effective manner including:

    • Dashboard Management for all PODs

      • Assist with scheduling coverage

        • Join all day huddle with PODs

          • Train on specific clients and groups of engineers focused on various industries

            • Triage cases

              • Guide team members on Pager Duty usage

                • Contribute to POD Manager Escalation numbers

                  • Participate in handoff meetings with each shift

                    • Manage POD Teams Channel's for interdepartmental communications and escalations

                      • Work closely with Service Delivery Managers to ensure cases are handled per standards

                        • Provide a weekend Summary email to leadership

                          • Work with team to create knowledge base articles for working with clients and handling various situations

                            • Contribute regular competency reviews for all team members

                              • Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations

                                • Continually follow best practices through the entire training and technical support process

                                  • Ability to adjust priorities and balance responsibilities in a fast-paced environment

                                    • Available to work outside of standard hours when necessary or as part of on call rotation if applicable

                                      • Other duties as required

                                      Qualifications:

                                      • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience

                                        • 1-3 years of managerial experience; call center or managed services experience preferred

                                          • Technical subject matter expert on MSP products as they relate to our service catalog

                                            • Experience managing complex projects, clients, partners, and organizations

                                              • ITIL certification and practice preferred

                                                • Proven experience managing remote resources

                                                  • Strong written and verbal communication skills

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