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IT Operations Supervisor

Keywords / Skills : Leadership, Customer Service

5 - 8 years
Posted: 2018-12-06

Nationality
Philippines
Industry
ITES/BPO
Function
IT
Admin/Secretarial
Role
Administration Manager
Team Leader/ Technical Leader
Education
Bachelors
Degree
Posted On
6th Dec 2018
Job Description
Overview

This role will contribute to the operations group by delivering outstanding client satisfaction through ensuring the efficient operation of the team, to provide excellent leadership and team development and to assure quality operational administration and compliance, ensuring that the team is fully equipped to respond to all client requests in line with contractual and service level requirements.

Functional Responsibilities
• Oversee operations of the program
• Provide leadership to the team acting as a positive role model at all times.
• Motivate, support and mentor staff when required and ensure good team working.
• Ensure that accurate records are maintained with attention to detail, i.e. operational reports, billing, resource inventory.
• Aids in ensuring good client relationship is achieved by helping the operations manager with overall.
• Ensure customers are able to make contact when required and to be able to do so efficiently.
• Ensure that all job responsibilities of all reporting staff are being carried out.
• Ensure that all team members are managing their individual queues in the customer management software and other related contact interfaces such as email; and to ensure that there is staff allocated for all duties at all required times and that reallocation of active issues, queries or requests occurs in the event of staff absence, as required.
• Ensure that all reporting staff knows the escalation path for when an SLA is in danger of not being met.
• Participate in client reviews and other required meetings as appropriate.
• Take on new work that requires operational delivery once the impact and feasibility and resource assessments in conjunction with the Operations Manager have been completed.
• Facilitate administrative tasks such as regular performance reviews, payroll and attends to HR-related concerns of direct reports.

Qualifications/Technical Skills:
• Intermediate skills in MS Office applications (i.e. Excel, MS Word, PowerPoint, etc.)
• Demonstrated leadership ability in a previous role or experience
• Minimum least 2 years’ experience working in a customer service role either in a service industry or computer support role, demonstrating an advanced practice of customer service.
• Intermediate-Advanced communication skills, both written and face-to-face
• Advanced telephone skills including the use of empathy with customer’s situation and ability to communicate technical concepts to non-technical customers.
• Intermediate-Advanced team building with strong delegation ability.
• Advanced team participation.
• Ability to maintain and develop relationships with team and customer.
• Intermediate-Advanced conflict resolution, negotiation, influencing and decision making.
• Advanced personal management: time management, punctuality, attendance, self-motivation, presentation and working well under pressure.
• Advanced Knowledge of contact handling, incident management, escalation, and service desk best practice.
• Strong awareness of ITIL best practice methodology.
• Strong sense of responsibility and ownership with a tenancy to find solutions.
• Knowledge of the IT Industry.
• Accepts constructive criticism and provides constructive feedback.
• Supports company standards and procedures and takes well-considered actions demonstrating a commitment to the business success and integrity of the company.
• Demonstrated initiative, customer focus, and goal driven.



About Company

A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the world’s most sophisticated clients.

We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.

Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.

The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate


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