18914387 - First Line Manager, Santa Rosa City in Santa Rosa City, Calabarzon

18914387 - First Line Manager Job ID GTS-0772089 Job type Full-time Regular Work country Philippines Position type Professional Work city Santa Rosa City Posted 07-Jul-2015 Travel No travel Job area Operations (all other) Business group Global Technology Services Job category Technical Services Business unit OptimizedSvcs Job role Customer Service Representative Job role skillset Service Desk Delivery Commissionable/Sales-Incentive jobs only No Job description Job Role - First Line Manager Relevant experience - 4 year's as tech Support&at least 1 year as People Manager Managing a team of 20 to 25 FTE's Client/Customer/People Management Forecasting and Planning Manage the daily team activities and ensure the daily operations run smoothly. Drive Team adherence and manage monthly scheduling. Manage key business metrics like SLA's and CE Run reports&conduct a thorough analysis of SLA misses. Drive Continuous Improvement in the team along with metrics improvement Generate dashboard and scorecards for the Team for review. Performance management and appraisals for the entire Team. Weekly Reviews to the Management on key deliverables. One-One with the team and scheduled Monthly Team meetings. Feedback and Coaching GDF- Knowledge Knowledge management for the team and quality control Apply performance management strategies - action plans, BQ planning Responsible for people/employee career development SKILLS REQUIRED Excellent verbal and written communication skills. Should be willing to work in shifts along with the team in customer business time. Overall should be a good team player with willingness to learn and drive to achieve. Practice and focused on Metrics. Good Excel skills and Reporting knowledge Should be able to drive Continuous Improvement in process. - Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months Awareness on GDF, PBA, SLA/SLO Metrics Good Knowledge on GDF concepts Should have a had a good attendance record Required * Bachelor's Degree * English: Fluent  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 ippinesIBMSanta Rosa City, PHL
Location
Santa Rosa City
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