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ibex

DART Lead | AMZ| Davao

ibex Philippines

Outsourcing/Offshoring · 10,001+ employees

3 d ago
dart Mid (2-5 yrs) Full-time Philippines
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About the role

The DART Lead oversees daily operations, team performance, and results to ensure high-quality standards are met. They provide support to the department and manage escalations while guiding junior team members.

What they look for

Team Leadership Customer Service Reporting Analytical Skills Organizational Skills Time Management Problem Solving Decision Making Communication Skills Escalation Management Data Center Knowledge IT Support

Requirements

Candidates must have a bachelor's degree and at least 2 years of experience in a customer service environment within a BPO or similar industry. Strong analytical, communication, and reporting skills are required, along with the ability to work a flexible shifting schedule.

Full description

Overview

The DART Lead provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The DART Lead must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Responsibilities

The DART Lead provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The DART Lead must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Qualifications

  • Bachelor’s Degree (any field) or equivalent work experience
  • Minimum of 2 years work experience in customer service environment in a BPO/KPO or similar industry
  • Knowledge
  • Experience in the high tech industry, preferably in IT, Telco or data centers
  • Track record in providing excellent service while in Level 1 support
  • Knowledgeable on product or account he or she will be supporting
  • Skills
  • Strong communication skills
  • Above average reporting skills
  • Excellent analytical skills
  • Must possess effective organizational skills and time management skills
  • Abilities

•

  • Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
  • Ability to problem solve independently and make fast but high quality decisions
  • Ability to create, interpret and analyze reports
  • Ability to exhibit professionalism
  • Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
  • Ability to work a flexible schedule (graveyard/shifting schedule)

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