Help Desk Supervisor

Key Accountabilities/ Principal Responsibilities Help Desk Co-ordination

• Analyse call volumes
• Implement help desk service targets to ensure call response times are aligned to contractual requirements
• Ensure all calls are answered within agreed upon SLA timeframes and in the appropriate manner
• Monitor customer complaints and assist with follow up and closure when required
• Monitor the system dashboard and prepare and submit various reports to operational representatives
• Produce internal and external statistical reports and analysis thereof
• Assist with preparation of monthly performance report
• Identify and report on calls in varying status' and drive to closure
• Ensure supporting documentation is included on all calls where applicable
• Monitor calls to ensure information is captured and co-ordinated accurately
• Deal with and manage complex client complaints or enquires to ensure client satisfaction
• Develop and maintain sound relationship with end users
• Keep abreast of all workstream activities that impact the CAFMS
• Support help desk operators when calls cannot be resolved
• Monitor individual, team and help desk results to identify and act on both positive and negative performance trends
• Answer questions and recommend corrective services to address customer complaints
• Customer relationship management
• Undertake help desk operator activities logging, allocating and following up calls
• Effective reception services to support office operations
• Telephone management
• Visitors and register management
• Courier management
• Management of deliveries and receiving
• Message taking
• Meeting room management

Supervising Staff Performance

• Implement and supervise shift schedules of help desk workstream
• Supervise daily activities of the help desk operators
• Implement and monitor adherence to business rules and principles, set policies, procedures and directives, taking corrective actions where required
• Ensure staff are kept informed, updated and fully conversant on all new working practices, technological changes and compliance to client service requirements
• Mentor and ensure staff training on technical and behavioural competencies
• Motivate and encourage agents through positive communication and feedback
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Monitor service calls to observe employee demeanour, technical accuracy and conformity to company policies

Quality

• Implementation of the ISO quality management system and continually improving its effectiveness
• Ensuring statutory and regulatory compliance
• Ensuring the quality objectives are established and met

Key Skills and Experience

• Grade 12
• Min 4-year help desk experience, with at least 2-year experience at a supervisory level
• Excellent literacy skills
• Computer literacy: Forcelink, MSOffice
• Knowledge of customer relationship management systems, technology and processes
• Knowledge of service level agreements and the management thereof
• Knowledge and understanding of statistical analysis

People and Management Skill

• Ability to collate, analyse and interpret help desk statistical information
• Ability to be multi-skilled
• Ability to prioritise tasks
• Adhere to deadlines and targets
• Excellent customer relationship skills
• Caller engagement skills
• A calm disposition
• Ability to drive a help desk forward and add value to its operations
• Mentoring and coaching skills
• Creative and innovative thinking
• Ability to work effectively in a team
• Problem solving skills
• Good communication skills
• Good general interpersonal skills
• Have a professional attitude
• Take ownership of tasks
• Willingness to work shifts

Key result areas

• Understand role of reporting to the business and client
• Understand role of supervising staff to closely ensure output is aligned with business requirements
• Understand interworking with various teams to ensure operational compliance
• Understanding that feedback and communication is critical to success
• Understanding quality and service delivery
• Adhere to deadlines and targets
• Generating accurate information