Tech Helpdesk Lead, Contact Center Ops

BDO Unibank

Compostela

On-site

PHP 900,000 - 1,300,000

Full time

2 days ago

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Job summary

BDO Unibank is seeking a Head of Tech Support for the Contact Center in Cebu City, Philippines. The role leads a tech support team, ensures timely resolution of issues, and drives customer satisfaction through strong IT leadership and process discipline.

Ideal candidates bring a solid IT background, at least five years in tech support with leadership, and a deep understanding of contact center technologies, CRM, VoIP, and network systems to enable smooth operations.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years in tech support, with at least 2 years in a leadership role.
Strong knowledge of contact center technologies, including software, hardware, and network systems.
Excellent problem-solving and troubleshooting skills.
Proven ability to lead and manage a team effectively.

Responsibilities

Lead and mentor a team of tech support officers, providing guidance and support to ensure high performance and professional development.
Oversee the resolution of technical issues related to contact center CRM, VoIP/telephony software among other applications, hardware, and network systems.
Ensure timely and effective troubleshooting and problem-solving to maintain service levels.
Identify and implement process improvements to enhance efficiency and effectiveness of tech support operations.
Collaborate with IT, operations, and customer service to ensure seamless integration of contact center technologies.
Prepare and present regular reports on tech support performance, issues, and resolutions to senior management.
Manage the tech support budget, ensuring cost-effective solutions and resource allocation.