Job Title: Supervisor
Reports To: Service Delivery Manager
Summary of the Role
The Supervisor is responsible for the delivery of specific Managed Services. They will work with the relevant Site Manager to identify service requirements and develop service strategy, which is the responsibility of the Supervisor to execute.
Key Tasks and Responsibilities
- Responsible for the delivery of consumer support services
- Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
- Service Level Management and analysis of historical reports to identify service improvements
- Set and monitor detailed KPIs to ensure the effective day to day operations of the Service
- Work quickly to resolve any Service issues and ensure continuous improvement
- Work with Transcosmos customers, lead and participate in customer meetings as required
- HR and personnel management
- Point of 24/7 escalation
Requirements
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
- Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
- Computer knowledge including Social Media platforms and Internet
- Call/Contact Center ticketing tools, i.e. Zendesk (or similar CRM platform)
- Call/Contact Center call management tools, i.e. 8x8 (or similar)
- SAP
Behavioral:
- Excellent written and verbal communication
- Excellent personnel management skills
- Ability to take right decisions, strong sense of ownership and accountability
- Flexible, adaptable and able to work to tight deadlines
- Ability to apply creativity to resolving problems
- Ability to build effective working relationships at all levels
- Positive and enthusiastic personality and approach to work
- Willing to learn new skills and grow with the company
Qualifications (Education amp; Experience):
- University-level education
- At least 5 years' leadership/management experience
- Excellent English communication skills
- IT Service Desk experience
- Technical support service management experience in a multinational corporate environment
- Excellent communicator
- Excellent personnel management skills
Desired:
- Industry-specific qualifications (e.g. ITIL or COPC)
Languages:
- Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!