APAC Help Desk Senior Manager - Leadership & Ops

Amadeus; Taguig; On-site; PHP 1,004,400 - 1,339,200; Full time

Job summary

A global technology company is looking for a Senior Manager for Level 1 Customer Support in Taguig, Philippines. This role involves leading a team to ensure exceptional service delivery and managing daily operations to meet performance metrics. The ideal candidate will have over 10 years of experience in operations management, strong problem-solving skills, and a proven track record in customer service environments. This position emphasizes collaboration, budget management, and continuous improvement in service processes.

Qualifications

• 10+ years of experience in operations management, focusing on support and service functions.
• Ability to troubleshoot and resolve technical problems effectively.
• Experience managing a budget for a customer support team.

Responsibilities

• Lead and manage the Level 1 customer support team to ensure high-quality service delivery.
• Identify and implement process improvements to enhance efficiency in customer support.
• Monitor customer feedback and satisfaction metrics to improve customer experience.

Skills

Operations management

Technical problem resolution

Strong communication skills

Project management

Negotiation skills

Education

Degree in business administration or related field

MBA preferred

Tools

Microsoft operating systems

Job description

A global technology company is looking for a Senior Manager for Level 1 Customer Support in Taguig, Philippines. This role involves leading a team to ensure exceptional service delivery and managing daily operations to meet performance metrics. The ideal candidate will have over 10 years of experience in operations management, strong problem-solving skills, and a proven track record in customer service environments. This position emphasizes collaboration, budget management, and continuous improvement in service processes.