Team Lead

Job Listing No: 9740000

Team Lead

Trend Micro – Metro Manila – Team Lead Trend Micro – Manila, Metro Manila » Responsible for the everyday 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 knowledge and adaptcapability 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 develop… – Permanent – Full-time

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