noc Supervisoroutsourced

Company Description
Outsourced.ph 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 Shift Supervisor is a problem solver and is responsible for execution and service delivery of the support center. This role has the responsibility of assuring ticket queues and escalation requests are remediated in an efficient and timely manner. The Shift Supervisor works with internal & external resources to remediate issues effectively. The Shift Supervisor aligns people, process and technology, as a result, is a key role that contributes heavily towards the success of our support center.
The Shift Supervisor provides direction to company resources to deliver excellent support in a timely manner. The Shift Supervisor has frequent contact with clients, subordinates, peers, and 3rd party vendors
Essential RESPONSIBILITIES and ACCOUNTABILITIES:
Manages ticketing queue, monitors incidents, urgency levels and reviews aging tickets.
Handles client escalation requests by working with internal & external resources to remediate issues effectively.
Drives daily ticket SLA, ticket assignment, and daily operational metrics.
Operational discipline, providing direction on process and operations.
Aligns company resources to ensure compliance with organization's command media.
Supports critical incident triage, resolution and post mortem reviews.
Performs call, email and ticket queue monitoring for quality assurance.
Collaborates effectively with company management to accomplish assigned objectives and goals.
Supports information technology strategies, policies, and procedures.
Supervises performance of support resources for accountability to key performance indicators, company policies, and customer service
Leads by example and exceeds requirements for policies including attendance and dress codes.
Other duties as assigned
Qualifications
JOB SPECIFICATIONS - Knowledge & Skills:
Strong customer service skills, and excellent communication skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Possess excellent time management skills.
Experience with mentoring staff, fostering a team environment, and upholding policies.
Motivated with strong work ethic.
Ability to support employees to enhance their performance, development, and productivity.
Ability to create daily, weekly, monthly, and/or quarterly performance reports.
Ability to handle multiple concurrent issues under high-pressure situations with accuracy.
Ability to work closely with peers, operations, and engineering teams.
Ability to function in a 24/7 operational environment.
Ability to work a flexible schedule on weekdays and weekends as required.
Travel may be required for this position.
Additional Information
Work schedule
Tues - Sat: 3pm to 12 midnight Manila Time
Work from Home during Pandemic
Must be willing to work in Eastwood after Pandemic
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.
SmartRecruiters

Quezon City, Metro Manila
Permanent
Full-time