Escalations Supervisor

3 weeks ago

Midrand, South Africa AdaptIT Full time

**Listing reference**: adapt_000134**Listing status**: Online-
**Position summary**

**Industry**:IT & Internet
- **Job category**:Hospitality, Hotel, Catering, Tourism and Travel**Location**:Midrand
- **Contract**:Permanent**EE position**:No**About our company**
- A provider of leading specialised software and digitally-led business solutions that assist clients across targeted industries.**Introduction**
- The Support and Escalation Supervisor position is a support desk leadership function within the organization. As such, the position comes with a high degree of accountability and responsibility. The below list is not exhaustive, it merely represents a summary of some expectations.**Job description**

PURPOSE OF THE POSITION
- General Supervision of the desk
- Ensure that Agents are logged on to their phones and available to assist clients.
- Monitor and manage the assignment of cases within the team.
- Provide Technical support.
- Ensure at problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
- Manage and coordinate major incidents.
- Real time support and coaching of agents.
- Monitor SLA
- Provide coaching to agents where technical and operational gaps are identified.
- Ensure that agents have arrived on time for their shifts.
- Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.
- Ensure that we achieve 60 seconds SLA on daily basis.
- Ensure that you are logged in your phone and available to take client escalations.
- Monitor and manage the assignment of calls within the team and to other teams.
- Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
- Provide technical support on escalated issues.
- Manage and coordinate major incidents (Priority 1 and 2) for all clients.
- General supervision of the support desk.
- Effectively delegating shift tasks and ensure accomplishment after hours.
- Address all irregularities within the team with management.
- Real time support and coaching of agents in person and across electronic media.
- Identify and advise management of procedures that may require updating or reviewing within the team/business.
- Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
- To employ sound decision making when dealing with customer support issues i.r.o. escalation (Oracle and Third Party); resolve customer issues in the most efficient manner, in the shortest possible time.
- Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.
- Check there are no queues where people have gone off shift.
- Check pending cases daily & frequently check for suspended cases.
- Check the Lorge queue.
- Any other tasks deemed appropriate.
- Identify repeat issues & assign to the appropriate team for long term solution.
- Monitor more than 5 days old cases.
- Ensure the Dashboards & Cisco admin are active.
- Manage your teams QA function.
- Manage teams’ performance based on the support desk plan.
- Provide handover reports daily after every shift.

**Minimum requirements**

Minimum Qualification and Experience Requirements
- Matric / Grade 12 / Equivalent
- Micros experience essential.
- IT related knowledge (advantageous)
- Minimum 5 years’ experience within Micros Support
- Minimum 3 years management experience within restaurant industry
- Good understanding of Microsoft products (Windows, Office)
- Driver’s license
- Own vehicle

Desired Skills and Qualities

PERSONAL ATTRIBUTES AND QUALITIES
- A thorough understanding of Micros products.
- An excellent communicator and self-starter.
- Excellent troubleshooting/diagnostic skills
- Flexible / adaptable approach to customer needs
- The ability to embrace issues / problems encountered, and communicates to the relevant internal teams / customer, working towards a satisfactory resolution.
- Ability to work under pressure and multi-task, the ability to prioritise ensuring that all tasks are completed to the relevant business processes.
- Good inter-personal skills
- Able to prioritise importance tasks and adhere to deadlines.

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