Technical Support Team Leader

2 weeks ago

Johannesburg, South Africa Kyndryl South Africa (Pty) Limited Full time

**Why Kyndryl**

Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

**Your Role and Responsibilities**
- Assigned to ensure that staff assigned meets the established performance criteria and that calls are handled according to the centre’s performance standards of quality.
- The goal of this position is to ensure consistent productivity and quality of service levels of the team.
- Under direction of the manager, provides guidance/training to the team.
- Implements strategies designed to increase productivity and reach business and team objectives and customer satisfaction.
- Assists with / resolves difficult customer queries.
- Identifies recommends department plans and procedures.
- Ensure is trained in and possesses the latest knowledge / skills
- Tracks, develops, reports and makes recommendations regarding the operation.
- Provides on going training to the team, including conducting team meetings.
- Monitors the call flow and coverage.
- Identifies team training requirements and arranges training with trainer.
- Analyses departmental operational guidelines and recommends new approaches.
- Negotiates for training, resources as required.
- Represents KYNDRYL as point of escalation and employs tact and diplomacy to ensure customer of KYNDRYL’s commitment.
- Majority of the time spent giving guidance, coaching and training.
- Builds and maintains team rapport.
- Assists the call centre manager in generating accurate daily forecasts of incoming call volumes and patterns.
- Determines optimal staffing and trunks required to meet a desired service level.
- Assists n strategy development, tracks and reports call centre performance to ensure the call centre’s objectives are met.
- Assesses customer satisfaction and develops / implements procedures for improvement
- Tracks and develop reports and makes recommendations regarding call centre performance and team quality
- Recommends changes to daily and monthly operational objectives
- Monitors call flow and assigns telephony coverage
- Schedules the appropriate number of agents
- Additional responsibilities as required

Detailed Responsibilities:

- Achievement of the 4 key metrics: Average Speed Of Answer, Customer Satisfaction; Average Handling Time and Abandon Rate.
- Support all centre wide end-to-end process improvement initiatives and propose new improvement initiatives.
- Ensure that Customer Satisfaction remains a key priority within the Team throughout the year
- Liaise with leadership team in order to fully utilise the CSR team
- Ensure ITCS 300 and clean desk policy compliance within the team
- Constantly develop own skills and participate in appropriate education available
- Ability to lead and execute project work.
- Take initiative and demonstrate ability to make suggestions/improvements which influence the overall performance of the team
- Ensure the excellent handling of TSD records by the team, including Case to Call, orphans and dispatch tickets, documentation standards and correct SCIM usage
- Ensure the team’s TSD tickets / records are updated regularly and updates communicated to the customer.
- Must communicate regularly with team on a 1-to-1 basis as well as by means of team meetings
- Participate in the appropriate centre wide meetings
- Increase the skill levels within team, by facilitating and driving the usage of Helpdesk Active Learning, Roadmap and other training.
- Recognize good behavior and manage problem situations and flag and document these.
- Ensure feedback and or coaching is given by the appropriate advocates within the team.
- Continuously demonstrate and develop the key skills identified within the KYNDRYL leadership competencies.
- Develop a close working relationship with Country contacts and work towards service improvements with these contacts.
- Adhere to SD management procedures
- Work proactively with other teams to assist them when capacity is available
- Support the overall objectives of SD Management even if this means compromising their own objectives
- Work proactively with other members of the Team Leader and Management team and identify areas for improvement.

**Required Technical and Professional Expertise**
- Excellent verbal and written communication skills
- Fluency in English is mandatory, both written and verbal
- Excellent team player
- Understanding of KYNDRYL’s business
- Ability to adapt to changing requirements
- Ability to adopt leadership style as require

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