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Peoplesoft Support Supervisor

Peoplesoft Support Supervisor

Date Posted: 2011-04-14

Call Center Company: West Contact Services

Description:
West Contact Services is looking for individuals who are qualified for the position of Peoplesoft Support Supervisor. Successfuly applicants for Peoplesoft Support Supervisor will have a great career in West Contact Services.

Responsibilities:
Basic Function
Responsible for supervising daily activities of assigned staff in providing quality technical services which meet end user needs while adhering to department and company policies, procedures, and methodologies; responsible for delegating and distributing workload to ensure staffing resources are properly distributed; coordinate and, as necessary, participate in activities associated with completing assigned projects or project tasks ensuring accomplishment of defined goals

Major Job Accountabilities

Leadership - Proactively supervise the activities of assigned staff by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting the West values

Technical Functions - Supervise daily activities of assigned staff in providing quality technical services (i.e., hardware set-up, network, LAN, telecommunications etc.) which meet end user (i.e., client, internal customer, etc.) needs while adhering to department and company policies, procedures, and methodologies; responsible for delegating and distributing workload to ensure staffing resources are properly distributed, escalating to management resource issues (i.e., staffing, equipment, etc.) and following them through to resolution; may partner with other divisions to develop technical services that are aligned with business needs; monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff; monitor technical activities of assigned staff ensuring consistency in methods, procedures, and adherence to established standards.

Problem Resolution - Proactively oversee all activities involved in quality resolution of issues, ensuring all problems encountered are resolved in a timely manner and followed through to resolution; ensure staff responds to 24-hour/7-day-a-week service needs, ensuring follow-through to resolution of issue(s); continually monitor on-call schedule and adjust schedule as necessary; ensure adherence to response time guidelines and monitoring times

Status Meetings - Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues; evaluate current level of effectiveness, initiative, and responsiveness; provide continuous coaching and training

Employee Development - Coach, develop, and mentor subordinates to achieve quality performance, setting priorities to assist assigned staff with establishing and attaining career development goals; thoroughly prepare for and professionally conduct timely performance appraisals of direct reports; review and recommend suggestions to management when updates to job descriptions are required as responsibilities change; maintain a current performance file for each direct report; ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility.

Project Coordination - Provide leadership and technical support during all project stages or in a specific area as assigned; coordinate and, as necessary, participate in activities associated with completing assigned projects or project task(s), following from beginning to end, ensuring accomplishment of defined goals; assign appropriate staff to complete project task(s), monitoring progress to ensure tasks are completed in a timely and accurate manner; establish timelines, discussing project schedule with end users and updating project plan as necessary.

Team Interfaces - Establish a good working relationship with team members, department contacts, and end users in order to maintain and continuously strive to improve the level of overall service being provided; assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures

KNOWLEDGE, SKILLS, AND ABILITIES
Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.
Knowledge
Principles of supervision, training, and performance evaluation
Principles and practices of customer service
Corporate and departmental operating policies and procedures
Project coordination techniques
Skills and Abilities
Effectively supervise, train and evaluate assigned staff
Good written and verbal communication skills
Good organization and time management skills
Excellent attention to detail
Establish and maintain cooperative working relationships
Analyze problems, identify alternative solutions, and implement recommendations in support of goals
Assimilate and utilize technical information
Manage multiple, concurrent tasks
Ability to develop and maintain strong relationships and teamwork with co-workers




Requirements:
Candidate must possess at least a Bachelor's/College Degree , any field.
At least 3 year(s) of working experience in the related field is required for this position.
Minimum three years increasingly responsible experience in technical services, support or engineering required with an emphasis in systems analysis and application development
Willing to work in a graveyard schedule
Willing to be assigned in Makati City
1 full time position available

Call Center Directory advises to all job seekers to apply as walk-in applicant for Peoplesoft Support Supervisor job opening of West Call Center. You can apply at the following West Call Center location(s):

West Call Center Makati
West Contact Services Inc.
West Call Center Philippines
24/F Exportbank Plaza
Don Chino Roces cor. Sen. Gil Puyat Makati Manila Metropolitan Area
Philippines





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