Qualification:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or any related course, or relevant work experience. 

• Good oral English communication skills.

• Proven work experience as a team lead or supervisor.

• In-depth knowledge of performance metrics.

• Organizational, time-management and leadership skills.

• Experience in managing customer service or technical support group in a business process outsourcing set-up.

• Experience in technical troubleshooting of Windows systems, MS Office products, and 3rd party software is an advantage.

• Knowledge on computer hardware/software, network, and general computer usage is a plus.

• Morning or afternoon shift only.

Description:

• Lead and coach team members to ensure that they are equipped with necessary skills, tools, and knowledge to meet or exceed performance metrics and deliver exceptional client services.

• Regularly monitor and analyze performance metrics to identify areas for improvement and implement action plan to address issues and optimize processes.

• Conduct performance evaluations to help team members reach goals at work and in the organization.

• Collaborate with cross-functional teams to develop and refine workflow to enhance productivity.

• Implement effective strategies to improve customer experience.