Technical Support Operations Lead - Process Improvement

Datamatics CMS PH; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Datamatics CMS PH in the Philippines is seeking an Operations Manager for our Technical Support Team. The role focuses on reviewing and auditing support processes and delivering high-level process improvement plans to the Technical Support Leadership team.

You will create measurements for approved improvements, monitor queues, develop training, and maintain documentation in Zendesk, ensuring service quality and adherence to policies while mentoring staff.

Qualifications

• Minimum five years in technical support team management.
• Familiar with call center reporting and QA processes.
• Strong communication and leadership abilities.

Responsibilities

• Review and audit support processes and implement improvements.
• Develop and update Online Assessment and Technical Support standards.
• Ensure high service quality and monitor budgets.
• Create training plans and Zendesk documentation.
• Mentor staff and evaluate performance.
• Coordinate projects to meet timelines with Senior Director.

Skills

Team management

Call center reporting

QA processes

Communication

Leadership

Multitasking

Education

Associate degree in IT/Technology Management

Tools

Zendesk

Job description

Datamatics CMS PH in the Philippines is seeking an Operations Manager for our Technical Support Team. The role focuses on reviewing and auditing support processes and delivering high-level process improvement plans to the Technical Support Leadership team.

You will create measurements for approved improvements, monitor queues, develop training, and maintain documentation in Zendesk, ensuring service quality and adherence to policies while mentoring staff.