Service Desk Manager
Posted on September 13, 2009
Filed Under Customer Service, Help Desk, Management, Metro Manila NCR, NCR, Paranaque City, SPi |
SPi
A wholly owned subsidiary of ePLDT, SPi is a leading global BPO provider with over 14,000 employees across North America, Europe and Asia. SPi provides knowledge-based outsourcing and customer interaction solutions to Fortune 500 companies.
We are committed to attracting the most talented individuals and developing their skills so they can become the best BPO employees in the industry. SPi has been cited in the Top 10 Leaders in Human Capital Development category of the Global Services 100 Survey conducted by neoIT / CMP for four consecutive years. Concurrently, we were ranked as one of the Top 3 Leaders, Emerging Asian Markets and Top 10 BPO Companies of the Year in the 2008 Global Services 100 survey.
As we grow our business, we are constantly seeking for productive, self-motivated, and capable individuals who want to grow their career with one of the largest full-service BPO companies in the industry.
SPi offers:
- Great benefits and competitive pay
- Potential for rapid advancement in a supportive, stimulating performance-based culture
- Continuous learning and growth through the SPi Learning Academy
- Dynamic and fun work environment which promotes work-life balance
Excel at what you do best. Apply now.
Service Desk Manager
Responsibilities:
- Manages a team of Service Desk professionals, lead professionals, and supervisors/team leads
- Practices Total Contact Ownership
- Performs interview for new professionals and provides feedback for promoting professionals
- Develops performance metrics and facilitates feedback system to team members on issues such as client service, communications, and technical skills in order to enhance the quality of support delivered
- Develops report to track and monitor performance criteria
- Participates in the development of a service level agreement and ongoing management of service level compliance
- Creates and maintains a training program for increased business, client service and technical knowledge
- Participates and assists in driving the knowledge management process including projects
- Develops and demonstrates a deeper understanding of customer and business needs
- Prepares staffing plans
- Manages Service Desk resources for optimal performance which includes resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
- Obtains equipment, tools, and space needed to allow team members to adequately support the customers
Qualifications:
- With at least 5 years of management experience and 2 years of practice in Healthcare
- With Service Desk professional background or equivalent client service experience
- With excellent leadership and organizational abilities
- Adept at problem solving
- Strong communications skills including a high level of proficiency in English
You may send your applications to:
r.capistrano@spi-bpo.com
(Please indicate the position title in the subject line)
SPi Bldg, Pascor Drive
Sto. Niño, Parañaque City 1700
Tel: (632) 855 9476
Fax: (632) 851 7119
We prefer applicants who would apply thru our website:
www.spi-bpo.com
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