Technical Support Supervisor in National Capital Reg, Philippines

at Dell

ICT / Telecommunications
Project Management
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

  • Meets or exceeds all targeted tech support service levels by supporting and developing agents, monitoring and communicating the appropriate metrics, and implementing targeted process improvements.
  • Monitors and evaluates tech support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
  • Monitors calls to ensure positive customer experience.
  • Takes actions necessary to empower agents to ensure ownership for customer experience and ensure immediate issue resolution.
  • Advises agents on technical resolutions options.
  • Handles technical escalations.
  • Conducts formal employee performance reviews, establish development plans and as appropriate, initiate promotions, pay adjustments, disciplinary actions, and terminations.
  • Ensures proper training of agents for all new and existing products, tools, offerings and processes, leveraging available internal resources.
  • Develops all agents through skills assessment, call monitoring, coaching, feedback, and role modelling, both for current position and future career.


  • Leadership and team building skills.
  • People management and development skills.
  • Project management skills.
  • General understanding of business and business needs.
  • Interpersonal and communication skills.
  • General knowledge of product lines, technical knowledge.
  • Customer service skills.
  • 6-8 years related experience.
  • At least 2 years of experience managing teams
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