Service Desk Team Lead

2 weeks ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

WE ARE LOOKING FOR SERVICE DESK TEAM LEADS TO START ASAP

About This Role:

As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance.

Qualifications:

  • At least high school graduates (old curriculum)
  • 2 years of team leader experience in a BPO setting (Service Desk Team Leader experience is preferred but not required; Open for both experienced TSR or CSR Team Leads)
  • Supervised a team of 10 to 15 agents
  • Work Set Up: 100% Onsite
  • Schedule: Graveyard shift and shifting schedule (weekends off not fixed)

Primary Duties and Responsibilities:

  • To provide support for on-call escalations and perform root cause analysis of the given issue.
  • To independently resolve tickets within the agreed SLA of ticket volume and time.
  • To adhere to quality standards, regulatory requirements, and company policies.
  • Work on value-adding activities such as Knowledge base update & management, Training freshers, and coaching.

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