Team Lead

7 days ago

Quezon City, National Capital Region, Philippines Asticom Technology Inc Full time $104,000 - $130,878 per year

The Lessor Management Hotline/Helpdesk Team Lead is responsible for overseeing the daily operations of the Lessor Management support hotline/helpdesk. This includes leading a team of frontline representatives who respond to inquiries and concerns from lessors (property owners), ensuring timely and effective issue resolution, maintaining a high level of service quality, and collaborating with internal stakeholders to enhance lessor experience.

  • Supervise, coach, and mentor a team of helpdesk agents to ensure quality service delivery.
  • Oversee the resolution of lessor concerns and escalate complex issues to appropriate departments.
  • Monitor daily hotline/helpdesk operations and performance metrics (e.g., response time, resolution time, customer satisfaction).
  • Conduct regular team huddles and performance reviews; provide constructive feedback.
  • Prepare and submit reports on helpdesk performance and recurring issues.
  • Train new team members on system tools, escalation processes, and soft skills.
  • Handle priority cases and act as a point of escalation for sensitive concerns.
  • Ensure data privacy, compliance, and professional handling of all lessor-related inquiries.

Key Competencies:

  • Problem-solving and critical thinking
  • Conflict resolution and de-escalation skills
  • Emotional intelligence and empathy
  • Attention to detail and organizational skills
  • Adaptability and time management
  • Service orientation and stakeholder engagement

Qualifications:

  • Bachelor's degree in Business Administration, Property Management, Communications, or a related field.
  • At least 2–3 years of experience in a helpdesk or customer service role, with at least 1 year in a supervisory/lead role.
  • Strong leadership and team management skills.
  • Excellent verbal and written communication skills.
  • Proficient in helpdesk software, CRM systems, and Microsoft Office tools.
  • Ability to analyze data and generate actionable insights.
  • Experience in real estate, property management, or lessor relations is an advantage.

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