Technical Team Lead  

Requirements of the Job Include: Specific duties include, but are not limited, to the following:

● Maintaining daily communication with our onshore team
● Managing daily workload and schedules for the Manila Operations team to match the need of the portfolio and ensure the schedules are adhered to by each member
● Being a trusted escalation point for the team
● Allocating and ensuring all jobs for the upcoming day have been assigned
● Monitoring processes and protocols in collaboration with the onshore Operations team
● Work with QA to run reports in associated client systems. Send end of day reports to the USA office
● Schedule staff according to servicer requirements and ensure that on-call support is available
● Make necessary changes in staffing based on servicer needs and other anticipated events
● Monitor the productivity of the offshore representatives and generate reports
● Monitor the offshore center results to identify and act on both positive and negative performance trends to ensure attainment of performance targets
● Monitor performance and exception reporting to observe employee demeanor, technical accuracy and conformity to servicer and company policies
● Provide communication and follow-up to ensure offshore center personnel are fully informed of all additional information related to the procedures, consumer needs, company related issues, changes or actions
● Study and standardize procedures to improve efficiency of offshore center personnel
● Maintain harmony among workers and resolve grievances
● Identify the potential issues that may have an impact on production numbers and promptly communicate these issues with executive management

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this role. Duties, responsibilities, and activities may change at any time with our without notice.

Required Education and Experience:

• 4-year experience in management or supervision or personnel
• College Graduate
• 2-year experience in a tech support environment
• Experience in developing training manuals, documents and processes
• Proven experience in training in a learning environment
• Experience using telephone/dialing systems
• Experience using eCommerce platforms
• Knowledgeable in using SQL
• Willing to work on a night shift schedule

Preferred Education and Experience:

• Bachelor’s degree required in analytic and quantitative coursework, including Information Systems, Business Administration, Economics, Marketing or a related field
• Experience in Microsoft Windows 10 or higher and Office 2016 or higher

Important Personal Attributes:

• Work ethic of loyalty, integrity, pride, perseverance, accountability, respect and teamwork
• Ambition to succeed
• Adheres to company policies and procedures
• Represents the company in a positive and professional manner
• Flexibility to work for extended hours in order to meet deadlines
• Handles oneself with professionalism during stressful situations
• Maintains positive attitude and morale
• Interacts effectively with all members of the company and all outside associates
• Completes responsibilities diligently
• Thinks big picture and takes into account long‐term implications of ones’ actions
• Works independently, exercises discretion, applies common sense and makes competent decisions
• Complies with designated work schedule
• Uses company resources wisely
• Maintains neat, clean and organized workspace
• Constantly analyzes for ways to improve individual and/or company performance