Tech Support Team Lead

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Job summary

NCR COMMERCE PHILIPPINES INC. in Cebu City is seeking a frontline leader to manage call/incident management operations. You will supervise support teams, ensure SLA adherence, and act as the primary interface with customers and their agents, guiding daily performance.

Responsibilities include conducting audits, training new agents, maintaining knowledge bases, supporting process improvements, and participating in management meetings and special projects to boost efficiency.

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.

Responsibilities

• Leads support teams and ensures SLA standards.
• Supports Supervisor in all Supervisory duties.
• Works as primary interface to internal and external customers and/or their agents.
• Position dedicated to Call/Incident Management operations and/or escalation.
• Conducts audits and assists in work direction to meet metrics.

Skills

Leadership

Communication

Analytical skills

Sense of urgency

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 volumeserving 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.