incident management specialist/video analyst (ims/va) SupervisorAmpersand Management Development Group

Description
Key Responsibilities :
Lead a team of support specialists to ensure that requests for support from the Operational Teams are responded to in a timely and accurate manner.
Develop and implement a process for service delivery; with proper metrics to ensure performance is measured and improved. This includes making sure services delivered (incident reports and video footages) are appropriate and accurate.
Ensure that the team has enough client, context and monitoring process knowledge to ensure that accurate information is delivered, and proper investigations are done.
Preferred Qualifications
Bachelor's Degree in any field (Business Management preferred)
Has BPO experience; with at least 2-3 years experience of being a Support Delivery Supervisor role in a BPO setting. Working experience with offshore counterparts preferred.
Familiarity with Lean Six Sigma problem analysis and solving tools, preferably at least Yellow belt certification
Able to facilitate incident investigations and structured problem solving sessions
Strong communication skills (verbal and written communications); and able to write incident reports.
Ability to manage multiple projects, improvement initiatives and issue resolution.
Must have experience with Microsoft Office (Outlook, Word, Excel, Powerpoint required)
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 3
Language(s): ,English
Availability for travel: No
Availability for change of residence: No

Pasig, National Capital Region ·  Today, 11:13 AM
Work type
Full Time