Helpdesk Supervisor

Johannesburg - South Africa

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Duties & Responsibilities

Operational Planning:

Co-ordinate staff to ensure the delivery of exceptional Call Centre/Help Desk services.
Plan and schedule rotational rosters to ensure optimal resourcing of Contractual shifts.
Monitor Planned Preventative Maintenance (PPM) schedules to ensure all work orders are printed on due date / Hand to Maintenance Team & Manager for execution.
Monitor stock reports and ensure compliance.
Exercise excellent judgement and decision making and be totally Client service driven
Organise high volumes of task/jobs for respective resources and communicate accordingly.
Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
Invest time and energy in the management and development and motivation of the helpdesk team in a manner to ensure highest quality of service delivery while maintaining high team morale.
Undertake skills enhancement and personal development through monitoring and mentoring on individual and team basis.
Ensure all aspects of Call Centre/Help Desk and related Admin and HR policies and procedures are adhered to including: Shift rostering timesheets overtime claims Annual/sick/absenteeism leave forms.
Provide accurate statistical reports: weekly/monthly or as and when required.
Implement and document dynamic operational working procedures to support the delivery of service excellence.
Monitor track and report on monthly Contractual KPI scores highlighting and communicating non-conformances to Contract Lead.
Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
Implement safe working practices to ensure safety of building occupiers and visitors.
Lead monthly management report meetings with the client and build strong relationships with key business leaders.
Strong detail analysis of service delivery and identify continuous improvements.
Introduce systems for analysis of service delivery i.e. feedback surveys
Monitor the teams performance promoting achievements and identifying weaker areas for improvement.
Supervise employees including timekeeping and attendance and handle employee issues.
Manage calls in accordance to risk of contract to avoid paying penalties.
Update and maintain the Master Contact List for the Huawei All Departments

Process and Procedure Effectiveness:

Develop and continually improve process and procedures methodology to optimise the Call Centre/Help Desk operation.
Update and maintain documentation in terms of Process and Procedures for site specific Call Centre/Help Desk operations.
Ensure uninterrupted workflow process workflow continues without interruption.
Provide technical guidance to Helpdesk Operators in resolving problems.
Implement efficient and effective administrative performance and turn-around times.
Responsible for the collation distribution and control of sensitive information and reports to authorised persons only.

Required Experience:

Manager

Duties & ResponsibilitiesOperational Planning:Co-ordinate staff to ensure the delivery of exceptional Call Centre/Help Desk services.Plan and schedule rotational rosters to ensure optimal resourcing of Contractual shifts.Monitor Planned Preventative Maintenance (PPM) schedules to ensure all work ord...

Duties & Responsibilities

Operational Planning:

Co-ordinate staff to ensure the delivery of exceptional Call Centre/Help Desk services.
Plan and schedule rotational rosters to ensure optimal resourcing of Contractual shifts.
Monitor Planned Preventative Maintenance (PPM) schedules to ensure all work orders are printed on due date / Hand to Maintenance Team & Manager for execution.
Monitor stock reports and ensure compliance.
Exercise excellent judgement and decision making and be totally Client service driven
Organise high volumes of task/jobs for respective resources and communicate accordingly.
Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
Invest time and energy in the management and development and motivation of the helpdesk team in a manner to ensure highest quality of service delivery while maintaining high team morale.
Undertake skills enhancement and personal development through monitoring and mentoring on individual and team basis.
Ensure all aspects of Call Centre/Help Desk and related Admin and HR policies and procedures are adhered to including: Shift rostering timesheets overtime claims Annual/sick/absenteeism leave forms.
Provide accurate statistical reports: weekly/monthly or as and when required.
Implement and document dynamic operational working procedures to support the delivery of service excellence.
Monitor track and report on monthly Contractual KPI scores highlighting and communicating non-conformances to Contract Lead.
Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
Implement safe working practices to ensure safety of building occupiers and visitors.
Lead monthly management report meetings with the client and build strong relationships with key business leaders.
Strong detail analysis of service delivery and identify continuous improvements.
Introduce systems for analysis of service delivery i.e. feedback surveys
Monitor the teams performance promoting achievements and identifying weaker areas for improvement.
Supervise employees including timekeeping and attendance and handle employee issues.
Manage calls in accordance to risk of contract to avoid paying penalties.
Update and maintain the Master Contact List for the Huawei All Departments

Process and Procedure Effectiveness:

Develop and continually improve process and procedures methodology to optimise the Call Centre/Help Desk operation.
Update and maintain documentation in terms of Process and Procedures for site specific Call Centre/Help Desk operations.
Ensure uninterrupted workflow process workflow continues without interruption.
Provide technical guidance to Helpdesk Operators in resolving problems.
Implement efficient and effective administrative performance and turn-around times.
Responsible for the collation distribution and control of sensitive information and reports to authorised persons only.

Required Experience:

Manager