IT SupervisorFWD BPO Inc.

FWD BPO is a Business Process Outsourcing (BPO) company situated in Mandaue City, Philippines. We partner with businesses from various industries such as Transport, Health and Beauty, Food, Retail, and Finance, supporting Australia, North America, UK, and Asia Pacific.
 
With our people and our technology, we offer convenient, cost-effective, and customized solutions developed to increase sales and drive customer engagement. These solutions include:
    
    * Outbound and Inbound Sales
    * Customer Care
    * Technical Support
    * Back Office Support
    * Lead Generation,
    * Website and Application Development
 
As a driver of growth, we aim to give a fresh take on what the BPO industry is all about  that it allows you to do more with your time, resources, and with your career or business as a whole.
 
Our people is our greatest asset.
 
And here at FWD, we are always looking for highly-motivated and awesome individuals to add to our existing pool of agent and non-agent talent. We cater to college undergrads, fresh graduates, career shifters, and anyone who’s looking for a better career landscape.
 
Here’s just an overview of what to expect once you are a part of our team:
 
1. Competitive Salary Package
2. Convenient Location
3. Fun Company Culture
4. Guaranteed Career Growth
5. Easy and Fun Environment
 
Apply now and be a part of our journey towards success.
 
IT SUPERVISOR
 
Job Qualifications:
1. Graduate of any IT related course
2. With knowledge on computer operating, software and other systems.
3. Has basic understanding on computer system upgrades.
4. With proven supervisory experience and with proven leadership skills.
5. Can handle multiple priorities and can work with less supervision.
6. With Risk Management Skills and Project Management Skills.
6. With strong organizational and problem solving skills.
7. With excellent People skills.
8. Excellent verbal and written skills.
9. Experience in a BPO environment is preferred.
 
Job Description Summary:
 
IT Supervisor primary responsibility is to supervise the IT Technical Team on the day to day operations to ensure help-desk and technical support operations are delivered effectively and efficiently.
Duties and Responsibilities:
1. Supervise the IT Technical Team on the day to day operation and identify the needs (technology needs, workload division and allocation, etc.)
2. Forecast and plot schedule to ensure enough manpower every shift.
3. Escalate operational issues to IT Operations Manager if needed.
4. Assess data risk factors and create disaster recovery plan related to operation management.
5. Document support related processes and procedures (SOP).
5. Ensure the team meets Service Level Agreements (SLA) per Help Topic of tickets.
6. Perform daily shift-driven tasks assigned by Immediate Superior/s.
7. Arrange staff training and professional development and create work assignments.
8. Evaluate the team performance through coaching logs in reqular basis.
9. Main responsible on IT resource inventory.
10. Performs Incident Report Management.
11. Provides weekly IT related reports of projects and issues.
12. Attend regular meetings as scheduled, trainings and team building events.
13. Adhere to plotted working schedule, work shift breaks, and preset OT schedules, as set by the Manager.
14. Adhere to standard policy and procedure set by the department and company.
15. Performs additional work related tasks/reports assigned by Immediate Superior.

Managerial / Supervisory