• Develop short-term and medium-term plans that aim at improving the operations of the Consumer Service Delivery. Monitor team productivity based on targets. Assist in the budget preparations and monitoring of expense items.
• Forecast and schedule the daily workforce requirements, and allocate resources to ensure the availability of adequate staffing for providing exceptional service for customer calls. Ensure high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
• Ensure competence and continuity of qualified front-line support engineers through optimum selection process, coaching and monitoring, performance appraisal and motivation techniques.
• Work with Support Readiness Process Analyst to identify and define improvements for processes, and facilitate their resolution and implementation.
• Together with Support Readiness Training and QA team, assess the training needs of Service Delivery and ensure participation of support engineers in both soft skills and technical training programs.
• Acquire in-depth understanding of company policies and Consumer Support operational plans. Ensure the policies and operation plans’ proper implementation and compliance.
• Communicate relevant human resource, sales and marketing information to support engineers. Drives interdepartmental alignment/buy-in.
• Ensure achievement of all system, team and individual customer service goals with standards.
• Assess and report on product issues that will primarily impact the customer experience and support performance. Provide action plans for fast resolution of issues.
REQUIREMENTS
• Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/IT or equivalent is an advantage.
• Minimum of 2 years supervisory experience in call center/support operations
• Minimum of 2 years experience in call monitoring.
• Strong knowledge in automated call distribution system with excellent ability to analyze ACD data.
• Team player, strong self-confidence and ability to motivate teams to higher productivity
• Strong leadership and interpersonal skills
• Excellent written and spoken communication.
• Strong project management, analytical and problem resolution skills
• Willing to work flexible hours and/or report on night shifts in order to meet deliverables. .
• Candidate must have personal commitment to improving one’s own knowledge and skills. Highly motivated to learn.
• Excellent cross-functional team coordination skills.
Visit us at http://www.trendmicro.com or email us at: careers@trendmicro.com.ph Interested candidates are invited to APPLY ONLINE.
Interview invitations and status updates may be sent via email so please check your email regularly.
Company Name :
Trend Micro Inc.
Industry :
Computer / Information Technology (Software)
Type of Company :
Private Limited Company, Foreign Based Company
Location :
11F IBM Plaza #8 Eastwood Ave. Eastwood City Cyber Park, E. Rodriguez Jr. Bagumbayan Quezon City 100
Company Fax :
careers@trendmicro.com.ph
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