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
o Telephone management
o Visitors and register management
o Courier management
o Management of deliveries and receiving
o Message taking
o 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

Additional Responsibilities and Skills

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as AFMS is a service provider, all necessary steps need to be taken to ensure