Team Head

BDO Unibank; Pasay; On-site; PHP 446,400 - 669,600; Full time

Job summary

BDO Unibank in Pasay is looking for a leader to manage the Customer Contact Center's technical operations and ensure the fulfillment of its technological requirements. You'll oversee daily operations, lead a team, and work closely with management to enhance service delivery.

The ideal candidate will have a degree in Computer Science or Electronic Engineering, with relevant experience in technical support in a managerial role.

Qualifications

• Graduate or with degree in Computer Science, Electronic Engineering, and/or technology related courses.
• Experience in technical support services for Contact Center in a managerial or supervisory position.

Responsibilities

• Lead day-to-day technical operations meeting service levels.
• Manage Technical Ops Officers handling BAU operations.
• Coordinate regular updates on projects affecting CCC operations.
• Prepare reports on system availability and potential risks.
• Effectively handle incident management and suggest improvements.
• Monitor unit productivity and allocate resources.

Skills

Technical support for Contact Center

Management experience

Incident management

Process improvement

Education

Degree in Computer Science or Electronic Engineering

Job description

Job Summary

To lead and manage the Customer Contact Center’s charge in ensuring that its technical, technological, and system security requirements are met/executed/delivered.

Duties & Responsibilities

• Handles and manages the day‑to‑day technical operations ensuring that the team's performance meets the agreed service levels and standards set by CCC and/or Bank.
• Leads different technical activities as required by IT or CCC in coordination with CCC Tech Section Head, Technology & Support Unit Head, and/or CCC Management.
• Manages the Tech Ops Officers handling BAU operations.
• Coordinates regularly with CCC Technology Section Head and/or Technology & Support Unit Head on any technical‑related activities and projects affecting CCC operations including updates.
• Prepares necessary reports, presentations, and advisories notifying CCC Tech Section Head, CCC teams, and CCC Management of the risks and impact of any activities that might affect operations.
• Review and analyze monthly the system availability and meet the desired percent availability.
• Handles incident management effectively and recommends process improvements.
• Monitor unit’s productivity levels and identify resources for allocation.
• Monitor and review service requests and check all resolution done if within SLA.

Qualifications

• Graduate or with degree in Computer Science, Electronic Engineering, and/or technology related courses.
• With experience in technical support services for Contact Center in a managerial or supervisory position.

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 24997