Technical Support manager - taguig city, ncrOptum

Posted on 20 October 2020
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Primary Responsibilities:
Centralized Communication Spot Checks on Analysts to make sure they are up to date on Process and Announcements
People Management (Coaching, Team meetings, WFM Intakes, Payroll, and Day to day operations)
Ensure and regulate adequate manpower on floor to ensure transactions are handled adequately including but not limited to activities to prevent escalations and work pile up and back log clearance
Centralized Shift Handover / Take Over (Template Based-To be created)
Monitor minimum of 2 calls / Transactions Per Analyst/Month and Output should be an input for QA to increase the Rigor on Agents identified as Risk/Red
Monitor the effectiveness of usage of Knowledge Base
Track the progress of all Service Calls in his/her shift Measured on % of Calls
20 Mins * Reward and Recognition for Top Performers
Perform resource development activities through gap analysis, TNI (Training Need Identification) and discussion with Product / Tower lead
Proper issuances of corrective actions and performance improvement plan to an analyst if needed
Aware and understand business direction and KPIs (Agent Scorecard)
Manager Effective Index / Employee Effective Index
Define IDP for Analyst
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Requirements
Required Qualifications:
At least 5 years of experience in a call center environment or equivalent
3 years of supervisory or lead experience handling over 15 team members
At least 3 years as Technical Manager handling Connectivity support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
Experience with service ticketing / tracking systems
Experience with Remote Control / Remote Assistance tools
Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols)
Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP)
Understanding of packet analysis and packet capture utilities
Preferred Qualifications:
At least 3 years as Technical Manager handling Connectivity support in a Service Desk
Experience with ServiceNow
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Technical Support Manager, Tech Support, Contact Center, Call Center, BPO, Business Process Outsourcing, Universal Knowledge Suite, ServiceNow, Service Desk, Taguig City, NCR, National Capital Region
Skills / Software
Software EngineeringjQueryData ScienceWeb DevelopmentNode.jsJiraAngularJSRuby on RailsBootstrapASP.NET
Working Location
Taguig, Philippines
Job Description
Bossjob

Taguig City, Metro Manila
Permanent
Full-time