Customer support manageroutsourced

Company Description
is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
The Manager of Manila Customer Support is responsible for the efficient daily operation of the Service Delivery team. In addition, the individual will serve as the primary intermediary between the Mimecast Australia team and the broader COPS organization, assisting with cross functional COPS initiatives and issues as required.
Team Management
Manage day to day operations of the Service Delivery team, including such things as schedule adherence, vacations, and personnel issues
Conduct regular one on one review sessions with the Service Delivery engineers to discuss performance, KPI attainment, and career development
Build a culture of excellence and quality based on leading by example, driving continuous improvement, ensuring effective processes are established and documented, and relentless focus on customer service, innovation, and efficiency
Support Queue Management
Ensure regional and global queues are at expected levels and that cases are responded to within SLA. Re-assign cases as necessary.
Monitor daily output of the team in alignment with global SD targets.
Help to refine internal processes and workflows to drive efficiency and/or customer satisfaction
Case Handling
Serve as informal escalation point for Service Delivery and the entire COPS team
Be available for warm transfers for customer managerial escalations when required
Coordinate on critical issues, liaising with development and management for resolution
SD Management
Engage with SD global management to implement new programs, ensure adherence to global initiatives and standards, and provide a unified support experience across all regions.
Coordinate as member of the P1 Emergency Management Team, ensuring internal coordination and customer response on a 24/7 basis
COPS Management
Serve as liaison for the business to customers, communicating effectively and appropriately with both technical and non-technical audiences. Ensure transparency and well-planned communication
Serve as second escalation point to customers and internal staff; assess customer feedback and make the necessary improvements; engage with the Customer Experience to continually assess customer feedback and make necessary improvements
Champion and build awareness of the customer operations teams within the broader office staff
Qualifications
At least 1 year supervisory experience
Experience managing customer facing implementations of 3rd party SaaS and IT services
Experience with Microsoft, Google Apps or other email platforms
Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery
Experience with Microsoft Exchange and Active Directory or other email platforms
Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner
Detail oriented individual that enjoys working with customers environments and the challenge of technical troubleshooting
Experience of working with globally diverse customers advantageous
Qualification in Information Technology preferred but not essential
Cybersecurity experience is a plus but not a requirement
Knowledge of email authentication techniques as SPF, DKIM and DMARC
Experience with the general IT administration and support of Microsoft Exchange, Lotus Notes Domino or other e-mail systems.
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
outsourced

Quezon City, Metro Manila
Permanent
Full-time