CORE Team Leader, MSS

  • Category: Security Services
  • Team: Enterprise Customer Care
  • Location: Salcedo Village, Makati

Description

Trustwave is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk. Offering a comprehensive portfolio of managed security services, security testing, consulting, technology solutions and cybersecurity education, Trustwave helps businesses embrace digital transformation securely. Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries. For more information about Trustwave, visit https://www.trustwave.com.
 

Trustwave MSS [Managed Security Services] provides a round-the-clock support via GSOC (Global Security Operations Centers) around the world. A CORE (Client Oriented Relations Expert) is a First-Line Support role within GSOC Threat Prevention department which is one of the Trustwave pillars for managed security services practice. A CORE Team Leader is responsible for supervising, managing and motivating CORE Team members to deliver excellent customer service. 

Duties:

  • managing CORE Team and overseeing their day-to-day operations;
  • monitoring and evaluating team’s performance through weekly statistics and monthly quality control of calls, tickets, and chats;
  • coaching and motivating CORE Team members by providing them with constructive QA feedback, setting up clear goals, and supporting their skills development;
  • sharing the experience and assisting CORE Team members in their daily duties;
  • collaborating with management peers on process improvement, documentation, as well as smooth First-Line to Backend-Line transfer of resources and applicable calls and chats;
  • interacting with external (customers, ISPs, vendors) and internal (Telcom, Account Management, Delivery Operations, Engineering) teams to support a customer case/issue resolution;
  • monitoring call and chat queues in real time;
  • handling escalations and customer complaints;
  • discovering training needs and listening to CORE team members’ feedback to address any issues or conflicts;
  • ensuring that CORE Team remains disciplined and focused;
  • adhering to policies, procedures, and security practices;
  • testing new features and reporting any malfunctions to relevant teams;
  • handling, coordinating and/or delegating projects and CORE Team assignments;
  • developing, modifying, and executing company policies and procedures that affect immediate operations and may also have company-wide effect;
  • providing constructive feedback regarding systems and tools used by CORE;
  • acting as point of contact when CORE Supervisor is not available;
  • working according to schedules set by Supervisor. This may include Bank Holidays and work hours at shifts:
  • APAC shift 4PM – 1:00AM [ CST – Central Standard Time ]
  • EMEA shift 00:00AM – 9:00AM [ CET - Central European Time ]
  • AMS shift 8:00AM – 5:00PM [ CET - Central European Time ]

 

 

Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

 

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

 

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

Share this opportunity

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Trustwave is a leading cybersecurity and managed security services provider focused on threat detection and response. Offering a comprehensive portfolio of managed security services, consulting and professional services, and data protection technology, Trustwave helps businesses embrace digital transformation securely.Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries.

To All Agencies: Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.