Quezon City Jobs Team Lead – Technical Support Position at Global Payments Process Centre, Inc.
- Job vacancies posted on: 9 months ago
Are you looking for job vacancies? Our company, Global Payments Process Centre, Inc. is merrily inform you that we are hiring!
We need you to fill the position as Team Lead - Technical Support for our office.
This position requires a full time working hours system which domiciled in Quezon City and its surroundings.
As a competitive company, we need these minimum criteria for candidates to be fulfilled. If you are a Not Specified and experienced in the field of Services & Customer Service, a person who honesty and discipline, then you are highly awaited in our company.
The starting salary we can offer is in a range from ₱16,000 - ₱38,000, this salary range that we offer is negotiable can change at any time according to our HRD's decision depending on the capability of the candidate can offered for our company.
|Global Payments Process Centre, Inc.
|Team Lead - Technical Support
|Supervisor/5 Years & Up Experienced Employee
|Type of Work
Summary of This Role –
- Manages the departmental operations for the call center.
- Interacts with client leadership requiring issue resolution.
- Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained.
- Plans, directs, supervises, and evaluates work flow.
- Conducts call pattern forecasting activities.
- Establishes procedures and scripts used by team members.
- Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
- Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc.
- Resolves systems problems that may affect departmental standards.
What Part Will You Play?
- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.
- Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.
- Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
- Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
- Suggests improvement to products and services for future needs.
- Not an exhaustive list; other duties as assigned.
|National Capital Region
|Global Payments, 11th Floor Robinsons Cybergate Plaza, Pioneer cor. EDSA, Mandaluyong City, 1550, Metro Manila, Philippines
- Get work experience
- Bonus for overtime
- Be taught first
- Good work environment
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Global Payments is a technology and software company, providing the world’s leading complete commerce ecosystem to businesses of every size. This unique, connected infrastructure serves every dimension of commerce, carrying billions of transactions every year—safely and seamlessly.
Alongside our market-leading technology, we have 24,00 people around the world, delivering the expert advice you need to make the most of our solutions.
Since 1967, we've been building industry-leading products to create a uniquely comprehensive suite of technologies and expertise—in payments and beyond.
- Industry: Call Center/IT-Enabled Services/BPO
- Company Size: 1001 - 2000 Employees
- Average Processing Time: 3 days
- Benefits & Others: Dental, Miscellaneous allowance, Medical, Loans, Casual (e.g. T-shirts), Life Insurance, Health Insurance with 2 dependents, Retirement Plan, Rotating
- Specific Location: Vertis North Mindanao Avenue