Service Efficiency Lead

2 days ago

Mandaue City, Central Visayas, Philippines beBeeDelivery Full time ₱900,000 - ₱1,200,000
Job Title: Service Delivery Supervisor

We are seeking a skilled professional to assume the role of Service Delivery Supervisor, overseeing our Support team in effectively managing cases, routing escalations, and resolving low-level single-touch issues. This position requires an individual with exceptional customer service skills, technical expertise, problem-solving abilities, and leadership qualities.

  • Ensure team efficiency and effectiveness in achieving departmental goals.
  • Manage dashboards for all PODs and assist with scheduling coverage.
  • Train on specific clients and groups of engineers focused on various industries.
  • Triage cases and guide team members on Pager Duty usage.
  • Contribute to POD Manager Escalation numbers and participate in handoff meetings with each shift.
  • Manage interdepartmental communications and escalations through POD Teams Channel.
  • Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards.
  • Provide a weekend summary email to leadership and contribute regular competency reviews for all team members.

Qualifications:

  • Bachelor's Degree in Information Technology or related discipline preferred.
  • 1-3 years of managerial experience; call center or managed services experience preferred.
  • Technical subject matter expert on MSP products as they relate to Thrive's service catalog.
  • Experience managing complex projects, clients, partners, and organizations.

Key Responsibilities:

  • Coordinate efforts to optimize team performance.
  • Manage project timelines and milestones.
  • Enhance knowledge of industry-specific solutions.
  • Communicate with cross-functional teams.

What We Offer:

A collaborative environment that fosters growth and learning opportunities.

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