Unified Communications Team Lead
AscenTPro
- Mandaluyong, Philippines, Annapolis , Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- ₱40,000.00 - ₱45,000.00 / monthPHP400004500040000MONTH
- Full timeFULL_TIME
Expired 5 years ago
2019-09-22T16:00:00+00:00Job closed.
Job Description
- Responsible for shift effectiveness and adherence to UC policies and procedures
- Ensure all tickets are updated and escalated according to written policies and procedures
- Coach, mentor, and train team members according to written policies and procedures
- Identify performance-related issues, develop action plans for improvement, implement corrective actions
- Help to create, maintain, and achieve specific shift performance goals
- Follow detailed instructions to perform basic network break/fix functions.
- Document all pertinent information within the company's trouble ticket system.
- Provide excellent customer service while corresponding with customers via telephone and email.
SUPERVISORY RESPONSIBILITIES:
Oversee activities of 5-15 employees in the Unified Communications Support Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work and resolving problems.
- Monitor email and call queues.
- Assign emails/tickets to agents.
- Maintain KPI reports based on team performance
- Maintain consistent shift-handoff documents daily
Minimum Qualifications
Qualifications:
- Bachelor's Degree in related field or equivalent combination of education and experience
- Experience leading technical teams in a technical customer service environment or prior experience as a Sr. UC Analyst.
- Knowledge of the Broadsoft platform (preferred)
- Fundamental understanding of call flows.
- Excellent written and verbal communication skills.
- Communicates clearly and in an understandable manner with a wide range of people such as peers, managers, customers, vendors, distributors, and the general public. Projects good customer relation skills in both face to face and telephone contact.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Shaw IT Center
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About AscenTPro
AscenTPRO (Professional Recruitment Outsourcing) is AscenT’s managed Recruitment & Talent Search arm.
It is focused on providing highly competent, dynamic, and forward-thinking staff in the following Industries: BPOs, Banking, Finance and Insurance Services, Manufacturing and Retail, IT, as well as Healthcare companies. AscenTPRO endeavors to power clients in these fields with a steady and strong pool of qualified front-line, management, and senior executive employees.
AscenTPRO takes Oursourced Recruitment a notch higher by providing consummate expertise in all interactions. Program Leaders in AscenTPRO are dedicated to each vertical, ensuring grassroots knowledge in areas such as Banking, Finance & Accounting, Healthcare, and BPO. This subject-matter expertise is implemented in order to bring goals into reality, as well as facilitate Quality hiring throughput.
Our President & CEO, as well as our Senior Advisor are the same Executives that established IPAMS Philippine Division, a 40-year old company under IPAMS® that specializes in Local and International placement that serves hundreds of multinational companies in the US, Asia, Middle East, and Europe.
Part of our Team’s workflow includes a detailed immersion in your Operations, Methodologies, and Processes in order to ascertain that the solutions we deliver are expertly crafted and tailored to your needs. Our recruitment programs not only focus on meeting numbers and headcount; we also ensure high quality interactions and quick turnaround that translate to better efficiency and faster return of your investment.
We partner with various Institutions, the Academe, and Local Government Units to maintain a steady stream of ready and qualified candidates who will suit your needs. The Company believes that giving back to the Filipino People, through providing Jobs, is our way of creating a niche in the market.