Trend Micro
Metro Manila, Philippines
5d ago
  • Responsible for the daily real time monitoring and managing of the support operations
  • Real-time monitoring of the engineer's efficiency and effectiveness on the support operations
  • Workforce management - ensures appropriate workforce is allocated to respond on any customer service call / request according to SLA or ERT (Expected Response Time for online support)
  • Escalation Management responds, manages, recovers any customer complaints or escalations by tapping expert resources in resolving the issues raised
  • Process Development, Implementation and Management - creates or modifies support operations processes as needed with objectives clearly defined
  • In depth understanding and adaptability on the organization's core values and company policies, a leader by example to all members
  • Coaching - provides timely coaching on the engineer's performance or specific behavior, both as part of performance management and career development
  • Motivates team members to provide the highest quality of service and guide them towards career growth within the organization
  • Generates team performance report on a regular basis and be able to analyze and interpret the output from there he / she is expected to provide the operational plan
  • Career development of the team members - ensures that the engineers have specific developmental plan and executed accordingly.
  • Furthermore, all development plans are supportive of the business objectives

  • Works closely with the Operations Manager in planning and the execution of operational plans according to the business direction and strategy
  • Requirements :

  • Candidate must possess at least a Bachelor's / College Degree , Engineering (Computer / Telecommunication), Computer Science / Information Technology or equivalent.
  • At least 5 year(s) of working experience in the related field is required for this position.
  • Preferably Team Leader / 5 years & Up Experienced Employees specializing in IT / Computer - Software or equivalent.
  • Required skill(s) : Customer Service, Time Management, Inter personal Skill, People Management.
  • Excellent Communication Skills (Verbal and Written)
  • Excellent Problem Solving / Resource Management Skills
  • Ability to use the phone system, desktop computer system
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