[Hiring] Helpdesk Supervisor @TTEC

Role Description

As a Supervisor, Helpdesk-Service Desk working remotely in the Philippines, you’ll be a part of bringing humanity to business.

• Provide incident management and problem management solutions.
• Drive change to the existing incident management process.
• Ensure resources are following standard operating procedures and process flows.
• Create efficiencies while managing tactical and technical resources.

Qualifications

• Incident Management and Problem Management experience operating under the ITIL framework process is required.
• Experience with CRM applications is required.
• Exceptional client interfacing skills is required.
• Experience managing and mentoring tactical and technical resources.
• Strong experience performing trend analysis and providing reporting metrics and data to show root cause.
• Prior experience generating Standard Operating Procedures and Process Flows.
• Call Center Operations Management experience is preferred.

Requirements

• Follow and modify incident and problem management policies, processes, and procedures utilizing ITIL process framework.
• Develop, conduct, and perform detailed analysis to identify trends and root causes using the internal ticketing system.
• Perform call reviews and develop plans for further development.
• Negotiate and prioritize work incidents (urgency vs. impact).
• Drive and manage interactions with key primary vendors.

Benefits

• Supportive of your career and professional development.
• An inclusive culture and community-minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by company values.
• Paid time off (PTO) and wellness and healthcare benefits.
• A great compensation package and performance bonus opportunities.
• Benefits that may pleasantly surprise you, like tuition reimbursement.

Company Description

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.