Help Desk Team Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Call Center Supervisor to lead support teams in a high-volume environment in the Philippines. The role focuses on ensuring SLA compliance, supervising front-line staff, and managing call/incident escalation processes.

The position involves training new agents, maintaining knowledge bases, and driving continuous improvement through audits and project work.

Qualifications

• Excellent communications, soft and relationship building skills.
• Leads by example and listening skills.
• Sense for urgency and responsiveness.
• Technical knowledge relevant to support/incident management.
• Strong organizational, problem solving and analytical abilities.
• Proficient in Excel and PowerPoint.

Responsibilities

• Leads support teams and ensures teams meet SLA standards.
• Supports Supervisor in all supervisory duties.
• Works in a high volume serving as the primary interface to internal and external customers and/or their agents.
• Dedicated to Call/Incident Management operations and/or escalation requests.
• Conducts audits and assists in directing daily functioning to meet metrics.
• Responsible for new agent setup and training, providing direction and support to the team.
• Supports knowledge base creation, documentation, maintenance, and data integrity.
• Suggests ways to motivate and improve assigned team performance.
• Participates in management and team meetings; engages in special process improvement projects.
• Applies methodologies and tools to enhance work effectiveness and implement improvements.
• Attends and completes all mandated training courses.

Skills

Excellent communications

Leadership

Sense of urgency

Technical knowledge

Organizational skills

Analytical skills

Excel

PowerPoint

Tools

Excel

PowerPoint

Job description

Job Description:

Position Summary & Key Areas of Responsibility:

• Leads support teams and ensures teams meets SLA standards.
• Supports Supervisor in all Supervisory duties.
• Works in a high volume serving as the primary interface to internal and external customers and/or their agents.
• Position is dedicated to Call/Incident Management operations and/or request for escalation.
• Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
• Responsible for new agent set-up and training, providing direction and support to the management team.
• Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (SNOW, OKM, SharePoint etc).
• Suggest ways and means to motivate / improve assigned team's performance.
• Participate in management, team meetings and activities.
• Participate in special projects to continuously improve processes, tools, systems and organization.
• Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
• Responsible to attend and re-assign all company mandated/recommended training courses.

Basic Qualifications:

• Excellent communications, soft and relationship building skills.
• Leads by example and listening skills.
• Sense for urgency.
• Technical Knowledge.
• Organizational, problem solving and analytical skills.
• Proficient in Excel and PowerPoint.