Customer Helpdesk Shift Leaders

9 hours ago

Pasig, National Capital Region, Philippines Asticom Technology Inc Full time ₱800,000 - ₱1,200,000 per year
Job Summary:

The Customer Helpdesk Shift Leader is responsible for supervising the daily operations of the helpdesk team during their assigned shift. This role ensures excellent customer service is consistently delivered by guiding agents, managing workloads, resolving escalations, and monitoring performance. The Shift Leader serves as the primary point of contact during their shift and supports continuous improvement efforts in service delivery.

Key Responsibilities:

  • Supervise and support Helpdesk Agents during assigned shifts.

  • Monitor helpdesk queues, ensure tickets are assigned and resolved within SLA.

  • Handle customer escalations promptly and professionally.

  • Coordinate with other departments to resolve customer issues efficiently.

  • Ensure compliance with policies, processes, and service quality standards.

  • Prepare shift reports and communicate key updates to management.

  • Coach and mentor agents; provide real-time feedback to improve performance.

  • Assist with training of new team members as needed.

  • Identify and escalate recurring issues or service gaps to supervisors.

  • Ensure proper handover between shifts for seamless service continuity.

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