IT Helpdesk / MSP Supervisor

Position Overview

The IT Helpdesk / MSP Supervisor oversees daily floor operations to ensure seamless service delivery. This role is responsible for managing timely responses to escalated client issues, collaborating with Workforce Management to align staffing schedules with Service Level Agreements (SLAs), and driving the productivity of Team Leads and support agents. The Supervisor reports directly to the Account Manager.

Key Responsibilities:

Call Volume & Queue Management​

• Collaborate with Workforce Management (WFM) to monitor queues in real-time, ensuring agents meet established SLAs.
• Align agent shifts with historical and predicted call volume patterns to optimize coverage.
• Proactively manage periods of high volume or staffing shortages and execute recovery plans to restore service levels.

Ticket & Escalation Management​

• Ensure high priority support cases are assigned, escalated and followed up with, with urgency and a high degree of customer care and support.
• Manage cases daily in accordance to severity, age, and push for resolution, and reduction in pending cases.
• Conduct follow ups with Team Leads to ensure clients are being updated on cases.
• Handle escalated calls from agents.​
• Participate in the research of full root cause analysis from out of process and follow through with the outcome.

Productivity & Performance Optimization​

• Communicate with Team Leads /SME focusing on training/coaching areas to increase productivity and ensure alignment on processes
• Manage and track productivity. Daily actions are taken to identify areas of productivity improvement.
• Ensure Team Leads are clearly aware of productive goals.

KPI & Performance Metrics

• Metrics are being reviewed and tracked
• Unfavorable variances in cases and call volume are being managed and communicated to the management team​.
• Metrics are being communicated to the support agents.​

Performance Management & Quality Assurance

• Conduct regular call assessments and ticket audits to ensure technical accuracy and adherence to service standards.
• Review weekly lead reports and conduct formal performance evaluations to track and drive individual and team growth.
• Facilitate monthly quizzes and account-specific training to maintain high levels of technical proficiency and process knowledge.
• Manage team sanctions and process deviations, ensuring compliance with company policies and operational SOPs.

Operational Administration

• Manage the creation and optimization of weekly schedules to ensure consistent coverage and service level alignment.
• Act as a primary backup for Managerial tasks and fulfill miscellaneous duties as assigned to ensure business continuity.

Customer Excellence & Soft Skills

• Drive a target of 90% resolution on the first interaction to minimize customer effort and maximize efficiency.
• Maintain composure and professional empathy to effectively diffuse interactions with frustrated or stressed customers.
• Apply logic and creative reasoning to resolve complex issues where standard applications may fail to produce a satisfactory result.
• Demonstrate full accountability for position responsibilities, consistently delivering high-quality results that build client credibility.

Knowledge/Skills/Abilities:

• Excellent telephone, verbal, and written business communication skills
• Conflict resolution and problem-solving skills required.
• Customer service-oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner​.
• Highly detail oriented, organized and process focused with ability to multi-task.
• Ability to mentor and assist other support agents.
• Ability to think logically, creatively and with a high level of critical thinking. ​
• Models’ positive behaviors and display high integrity.

Required Qualifications:

• 3–5 years of BPO experience, preferably in Account Management, Team Lead / Supervisor, Operations or Client Support roles
• Bachelor’s degree in Management or a related field
• Additional training or certification in Leadership, Customer Experience, Operations, or Project Management is an advantage.
• At least 1–2 years in a supervisory or people management role
• Proven experience handling client accounts, SLAs, KPIs, and performance reviews

Pay: Php31,000.00 - Php41,000.00 per month

Work Location: In person