Technical Support Professional (O&O) - Cyberjaya, SGR

Job Description

Coach and counsel to drive improvements in the team;

Implement and execute company policies and procedures and setting priorities;

Assure strong quality as well as productivity standards within your team;

Maintain performance, productivity and attendance information;

Drive the team in order to achieve requested departmental targets;

Manage escalated complaints of hoteliers as well as customers by phone and e-mail, if necessary;

In collaboration with other Team Managers monitor Executive activities and performance on a daily basis;

Assist in and conduct, mid- and end-of- year performance reviews;

Schedule and distribute tasks and projects within the team;

Demonstrate the ability to recognise sales opportunities and coach and develop the team to be commercially aware when handling customer calls

Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours;

Report on a daily basis on account performance.

Manager account/contractual deliverables.

Required Technical and Professional Expertise

ITIL

Call Center

Help Desk

Team Leading

Preferred Technical and Professional Experience

ITIL

Call Center

Help Desk

Team Leading

Required Education

Bachelor’s Degree

Preferred Education

Master’s Degree

Travel Required

No Travel

Is Extensive Time Away From Home Required?

No

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Eligibility Requirements

N/A

Primary job category

Technical Services

Growth Play

None