Help Desk Team Lead — Incident & Training Champion

Hammerjack Pty Ltd

Philippines

On-site

PHP 350,000 - 550,000

Full time

3 days ago

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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.