MAJOR DUTIES Include, but not limited to:
⦁Lead team responsible for enterprise level customer ticketing and ownership.
⦁Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
⦁Ensure team follows defined procedures and escalation paths for service delivery with regards to an event driven environment.
⦁Team is responsible for detailed communications within the ticketing systems of Who, What, Where, When, and Why.
⦁Provide excellent Customer interface and Customer Satisfaction skills on behalf of Global Convergence Inc.
⦁Schedule and manage service activities and tasks through resolution
⦁Ensure correct documentation and work instructions are provided to our delivery partners.
⦁Ensure team performs review of all deliverables and notes returned by technicians for dispatched tickets. Expected actions that will be required during review include but are not limited to: ticket approval / rejection; follow-up with technicians for missing and/or incorrect work deliverables; scheduling redispatches or rescheduling work; validation of work hours; vendor payment approval / rejection and associated billing tasks.
⦁Ensure accurate reporting on activities taking place during shift, with delivery to North American based peers.
⦁Proactively mitigate risk and forecast the trajectory of work to ensure work is completed on time and budget
⦁Develop strong partnerships across the organization to ensure collaboration and success
⦁Build and maintain trusted relationships with customers and stakeholders
⦁Lead measurable operational excellence improvements in key process areas including Days to Invoice, Tech On-Time Arrival, Team Productivity, and Quoted to Actual Margins.
⦁Help build and develop teams that are results oriented, highly motivated, empowered, proactive and focused on continued improvement
⦁Management responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; preparing and delivering employee evaluations
⦁Responsible for the growth, retention and overall development of the assigned employee group
⦁Align with corporate goals and strategies by managing teams to key metrics and communicating operations performance through reporting
⦁Guide employees to ensure that departmental practices, procedures, and expectations are met, and that they are fulfilling their assigned responsibilities
⦁Provide ongoing coaching and mentoring to Project Coordinators
⦁Improves customer satisfaction/Net Promoter Scores
⦁Ensures that corporate policies and procedures are understood and followed
MINIMUM QUALIFICATIONS:
Education/Experience
⦁2-5 years experience in a Call Handling and Dispatch environment as gained through prior Industry work experience
⦁Knowledge of communication software (Basic Data Communication, Basic PC knowledge).
⦁Project Management experience; PMP Certification preferred
⦁IT Field Service experience
⦁Strong communicator, self-motivated, strong work ethic, Result driven.
⦁Highly effective communicator (written & verbal).
⦁Experience with Enterprise ticketing systems and industry best practices.
Skills
⦁Interpersonal skills: Demonstrated ability to effectively manage customer problem resolution.
⦁Strong customer satisfaction skills
⦁Understand basic Network topologies and the understanding of Voice and Data.
⦁Able to communicate effectively with different audiences through several different channels
⦁Able to work across multiple cross-functional groups to accomplish shared goals
⦁Interpersonal skills: Demonstrated ability to effectively manage customer relations and deliver problem resolution
⦁Ability to collaborate with all internal resources to ensure the highest levels of customer satisfaction are maintained
⦁Strong leadership and development skills
⦁Ability to function in a multi-project environment with changing priorities
⦁Ability to calculate figures using methods above to determine operational amounts or needs.
⦁Ability to anticipate potential problems and proactively troubleshoot to resolve issues.
⦁Strong ability to define technical problems, collect data, establish facts, and draw valid conclusions.
⦁Judge the costs and benefits of a possible action.
⦁Think of new ideas and original or creative ways to solve problems.
⦁Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional and grammatically correct manner.
⦁Ability to establish and retain customer confidence
Kinettix Inc.
⦁Lead team responsible for enterprise level customer ticketing and ownership.
⦁Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
⦁Ensure team follows defined procedures and escalation paths for service delivery with regards to an event driven environment.
⦁Team is responsible for detailed communications within the ticketing systems of Who, What, Where, When, and Why.
⦁Provide excellent Customer interface and Customer Satisfaction skills on behalf of Global Convergence Inc.
⦁Schedule and manage service activities and tasks through resolution
⦁Ensure correct documentation and work instructions are provided to our delivery partners.
⦁Ensure team performs review of all deliverables and notes returned by technicians for dispatched tickets. Expected actions that will be required during review include but are not limited to: ticket approval / rejection; follow-up with technicians for missing and/or incorrect work deliverables; scheduling redispatches or rescheduling work; validation of work hours; vendor payment approval / rejection and associated billing tasks.
⦁Ensure accurate reporting on activities taking place during shift, with delivery to North American based peers.
⦁Proactively mitigate risk and forecast the trajectory of work to ensure work is completed on time and budget
⦁Develop strong partnerships across the organization to ensure collaboration and success
⦁Build and maintain trusted relationships with customers and stakeholders
⦁Lead measurable operational excellence improvements in key process areas including Days to Invoice, Tech On-Time Arrival, Team Productivity, and Quoted to Actual Margins.
⦁Help build and develop teams that are results oriented, highly motivated, empowered, proactive and focused on continued improvement
⦁Management responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; preparing and delivering employee evaluations
⦁Responsible for the growth, retention and overall development of the assigned employee group
⦁Align with corporate goals and strategies by managing teams to key metrics and communicating operations performance through reporting
⦁Guide employees to ensure that departmental practices, procedures, and expectations are met, and that they are fulfilling their assigned responsibilities
⦁Provide ongoing coaching and mentoring to Project Coordinators
⦁Improves customer satisfaction/Net Promoter Scores
⦁Ensures that corporate policies and procedures are understood and followed
MINIMUM QUALIFICATIONS:
Education/Experience
⦁2-5 years experience in a Call Handling and Dispatch environment as gained through prior Industry work experience
⦁Knowledge of communication software (Basic Data Communication, Basic PC knowledge).
⦁Project Management experience; PMP Certification preferred
⦁IT Field Service experience
⦁Strong communicator, self-motivated, strong work ethic, Result driven.
⦁Highly effective communicator (written & verbal).
⦁Experience with Enterprise ticketing systems and industry best practices.
Skills
⦁Interpersonal skills: Demonstrated ability to effectively manage customer problem resolution.
⦁Strong customer satisfaction skills
⦁Understand basic Network topologies and the understanding of Voice and Data.
⦁Able to communicate effectively with different audiences through several different channels
⦁Able to work across multiple cross-functional groups to accomplish shared goals
⦁Interpersonal skills: Demonstrated ability to effectively manage customer relations and deliver problem resolution
⦁Ability to collaborate with all internal resources to ensure the highest levels of customer satisfaction are maintained
⦁Strong leadership and development skills
⦁Ability to function in a multi-project environment with changing priorities
⦁Ability to calculate figures using methods above to determine operational amounts or needs.
⦁Ability to anticipate potential problems and proactively troubleshoot to resolve issues.
⦁Strong ability to define technical problems, collect data, establish facts, and draw valid conclusions.
⦁Judge the costs and benefits of a possible action.
⦁Think of new ideas and original or creative ways to solve problems.
⦁Ability to effectively communicate, present information, and respond to managers, employees, customers, and vendors in an intelligent, clear, concise, professional and grammatically correct manner.
⦁Ability to establish and retain customer confidence
Kinettix Inc.
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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Kinettix Inc.
About the company
Position Team Lead specialist recruited by the company Kinettix Inc. at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Team Lead Specialist or Kinettix Inc. company in the links above