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