Leadership and Service Delivery Professional

2 weeks ago

Caloocan City, National Capital Region, Philippines beBeeSupervisor Full time ₱844,305 - ₱1,015,155
Service Delivery Leadership Role

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

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

A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPIs and learning goals is essential.

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

    • Dashboard management for all pods

      • Assist with scheduling coverage

        • Join daily huddles with pods

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

            • Triage cases

              • Guide team members on PagerDuty usage

                • Contribute to pod manager escalation numbers

                  • Participate in handoff meetings with each shift

                    • Manage pod teams channels for interdepartmental communications and escalations

                      • Work closely with service delivery managers to ensure cases are handled per Thrive standards

                        • Provide weekend summary emails to leadership

                          • Work with the 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 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 standard hours when necessary or as part of on-call rotation if applicable

                                      • Other duties as required

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