Career Development Supervisor

1 day ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱900,000 - ₱1,200,000
Job Summary

This leadership role is responsible for overseeing a support team, ensuring they are working efficiently and effectively to meet departmental goals. The ideal candidate will have a background in leadership combined with customer service and technical expertise.

Key Responsibilities
  • Manage dashboards for all pods and assist with scheduling coverage
  • Join daily huddles with pods and train on specific clients and groups of engineers focused on various industries
  • Triage cases, guide team members on Pager Duty usage, and contribute to pod manager escalation numbers
  • Participate in handoff meetings, manage POD teams channels, and work closely with service delivery managers to ensure cases are handled per standards
  • Provide weekly summary emails to leadership and work with teams to create knowledge base articles for client interactions and various situations
  • Contribute to regular competency reviews for all team members and uphold procedural requirements related to prioritization, communication, documentation, and escalations
  • Continuously follow best practices throughout the training and technical support process and adjust priorities as needed in a fast-paced environment
Requirements
  • Bachelor's degree in information technology or a related field 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 environment
  • Technical subject matter expert on MSP products as they relate to Thrive's 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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