Basic Info

Job Description

• Team Leadership & Task Management
  • Set clear goals for the team and ensure each T1 engineer understands their responsibilities.
  • Effectively assign tasks, manage shift schedules, facilitate new hire onboarding, and balance workload distribution.
• Performance Monitoring & Reporting
  • Analyze support trends and user feedback to identify knowledge gaps and generate actionable insights.
  • Produce regular performance reports and recommend improvements based on ticket and operational analysis.
• Operational Supervision
  • Monitor ticket progress and team workflow to ensure SLAs are consistently met.
  • Provide guidance, escalate issues when needed, and coach team members to improve service delivery.
• Staff Evaluation & Development
  • Evaluate individual performance, deliver constructive feedback, and recommend personnel changes where necessary.
  • Support ongoing training and career development within the team.
• Cross-Department Communication
  • Maintain effective communication with the BPO Manager and other stakeholders.
  • Report team performance, operational issues, and project updates in a timely and structured manner.

Job Requirements

Education & Experience:

• Bachelor’s degree or higher.
• Minimum 3 years of experience in customer support, with at least 1–2 years in a supervisory or team lead role.
• Solid technical knowledge exceeding that of Standard and Experienced T1 agents.

Technical & Business Acumen:

• Strong understanding of company services, support workflows, and ticketing systems.
• Ability to guide team members in both technical troubleshooting and customer communication.

Leadership & Team Management:

• Demonstrated ability to lead and develop a high-performing team.
• Skilled in conflict resolution, delegation, and staff motivation.

Communication & Collaboration:

• Excellent interpersonal and written communication skills.
• Capable of effective cross-functional collaboration and stakeholder management.

Problem-Solving & Decision-Making:

• Strong analytical thinking with the ability to resolve issues quickly and make informed decisions under pressure.

Customer-Centric Approach:

• Commitment to providing a superior client experience by promoting service excellence across the team.

Process Optimization & Data Analysis:

• Proficiency in analyzing operational data and identifying areas for process improvement.

Language Requirements:

• Fluency in English (reading, writing, listening) is essential.
• Mandarin proficiency is also required for communication with relevant stakeholders and teams.