Operational Supervisor

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱2,488,225 - ₱2,986,420
Job Title

A supervisor role responsible for overseeing a support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases.

This person should have 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.

Key Responsibilities
  • Ensure the team works towards departmental goals efficiently and effectively
  • Manage dashboard performance for all PODs
  • Assist with scheduling coverage and join daily huddles with PODs
  • Train engineers on specific clients and groups 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 Channels
  • Work closely with Service Delivery Managers to ensure cases are handled per standards
  • Provide weekly summary emails to leadership and work with the team to create knowledge base articles
  • Conduct regular competency reviews and uphold procedural requirements related to prioritization, communication, documentation, and escalations
  • Continually follow best practices throughout the training and technical support process
  • Ability to adjust priorities and balance responsibilities in a fast-paced environment
Requirements
  • 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 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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