SAS - Team Leader
CEBU CITY-EBLOC TWR, Philippines
PHP 276K-276K (estimate) Senior-level Full Time
Tasks
- Conduct quality reviews and coaching
- Coordinate escalation handoffs to advanced support
- Create and update knowledge articles using KCS
- Lead second level retail support operations
- Maintain ITIL aligned service documentation
- Manage incidents, requests, and escalations
- Monitor service performance and SLA delivery
- Own shift planning and 24 7 coverage
- Produce daily weekly and monthly operational reporting
- Use performance data to identify risks and improvement opportunities
Perks/Benefits
- N/A
Skills/Tech-stack
Customer support | Escalation management | Excel | ITIL | Incident Management | Knowledge-centered service | MS Office | Performance Management | Power BI | Problem Management | Quality Reviews | Service Level | Service Level Agreement | Tableau
Education
Regions
Countries
States
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