Tech Helpdesk Team Head
BDO Unibank ·
- Category
- Support
- Experience
- 2+ years
Leads the technical support operations of BDO Unibank's contact center in Cebu City, managing a team of tech support specialists who troubleshoot issues across CRM, VoIP/telephony, hardware, and network systems. Also covers process improvement, reporting to senior management, and budget management.
Position Title: Head of Tech Support for Contact Center
Job Summary: The Head of Tech Support for Contact Center is responsible for overseeing the technical support operations within the contact center. This role involves managing a team of tech support specialists, ensuring efficient resolution of technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a deep understanding of contact center technologies.
Key Responsibilities:
Leadership and Management: Lead and mentor a team of tech support officers, providing guidance and support to ensure high performance and professional development.
Technical Support: Oversee the resolution of technical issues related to contact center CRM, VoIP/telephony software among other applications, hardware, and network systems. Ensure timely and effective troubleshooting and problem-solving.
Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring prompt and accurate resolution of technical issues. Implement strategies to improve customer experience.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of tech support operations. Monitor and analyze performance metrics to drive continuous improvement.
Collaboration: Work closely with other departments, including IT, operations, and customer service, to ensure seamless integration and support of contact center technologies.
Reporting: Prepare and present regular reports on tech support performance, issues, and resolutions to senior management. Provide insights and recommendations for strategic planning.
Budget Management: Manage the tech support budget, ensuring cost-effective solutions and resource allocation.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in tech support, with at least 2 years in a leadership role.
Strong knowledge of contact center technologies, including software, hardware, and network systems.
Excellent problem-solving and troubleshooting skills.
Proven ability to lead and manage a team effectively.