Full-Time - Supervisory Team Leader
Job Description
Infinity Support Philippines, Inc. is one of the leading Call Centers providing superior technical support to some of the largest Web Hosting and Software companies in the United States. We are currently seeking sharp individuals to join our rapidly expanding Technical Support accounts.
Work while having fun!
We offer a family-oriented work environment, where we get to work, meet our targets and balance it by providing fun activities that will promote teamwork and bonding with each and every member of the INFINITY SUPPORT family.
We are currently expanding and we’d love to have you as part of our team!
Responsibilities:
Acts as Supervisor
Takes supervisor calls and manages Tier 1 agents
Coordinates and acts as first point-of-contact with all clients for smooth implementation of the services we provide them.
Analyzes and maintains all service level and contractual requirements.
Responsible for making all the reports needed by each client of the company.
Responsible for managing all technical support engineers.
Ensure department operates efficiently according to program and company measures and policies
Maintain understanding of program specific training.
Resolve escalated client/customer complaints.
Determine appropriate staff-management levels and implement strategies to ensure the efficient operation of the department.
Providing prompt and objective coaching and counseling and motivation to supervisors, team leaders and technical support engineers.
Coordinate, plans, and assigns work for staff in accordance with the organizations policies and applicable client requirements.
Analyze/Monitor performance of support staff and implement department improvements.
Requirements:
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Applicants must be willing to work in Pasig City.
At least 2+ years experience working in the call center industry as a manager or supervisor
Experience dealing with United States based clients
Leadership and Management skills
Fluent in English
Project Management skills
Ability to make important decisions with good judgment
Ability to acquire Technical knowledge of Client services
Work in a 24/7 shifted schedule
Full-Time positions available.