Deskripsi Pekerjaan
Are you a seasoned leader with a passion for technology and customer excellence? Visaya Knowledge Process Outsourcing Corporation is looking for a dynamic Team Leader - Tech Account to join our growing team in Ortigas. In this pivotal role, you will be responsible for guiding high-performing tech support professionals, ensuring they deliver fast, empathetic, and accurate technical solutions to our global clients.
You will thrive in our fast-paced environment by fostering a culture of continuous improvement, coaching agents to exceed KPIs, and driving operational excellence. If you are a problem-solver who excels at motivating teams to meet performance targets while maintaining high customer satisfaction, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and supervise a team of technical support representatives to achieve daily and monthly performance metrics.
- Conduct regular coaching sessions and performance reviews to foster individual and team development.
- Monitor call/ticket quality and provide actionable feedback to ensure adherence to standard operating procedures.
- Analyze performance data and identify trends to implement strategies for continuous improvement.
- Manage team schedules, attendance, and adherence to company policies to ensure optimal service levels.
- Act as an escalation point for complex technical issues, ensuring prompt resolution for customers.
- Collaborate with quality assurance and training departments to refine support processes and knowledge base documentation.
Kualifikasi
- Minimum of 2 years of experience as a Team Leader in a BPO or Tech Support environment.
- Strong understanding of technical support workflows, troubleshooting, and CRM tools.
- Proven ability to lead, motivate, and coach diverse teams to meet or exceed aggressive KPIs.
- Excellent verbal and written communication skills in English.
- High level of analytical skills with the ability to interpret data and translate it into actionable insights.
- Resilient, adaptable, and capable of working in a dynamic, high-pressure environment.
- Amenable to working on shifting schedules as required by business operations.