Assistant Manager-Back-End/Voice/ Customer Service-Outbound Customer Service

7 hours ago

South Africa EXL Full time R900 000 - R1 200 000 per year
Description

Key Responsibilities:

Team Leadership:

  • Supervise and guide the IT service desk team members, providing mentorship, training, and performance feedback.
  • Lead by example and promote a positive and collaborative team culture.
  • Allocate tasks and responsibilities to team members based on their skills and expertise.
  • Monitor and manage team performance metrics, ensuring targets and SLAs are met.

Technical Issue Management:

  • Respond to escalated technical issues and provide expert guidance to resolve complex problems.
  • Ensure timely and effective resolution of IT incidents and service requests.
  • Coordinate with other IT teams to ensure seamless communication and problem-solving.

Customer Support:

  • Interact with end-users, understand their technical concerns, and provide exceptional customer service.
  • Handle escalated customer inquiries and complaints, ensuring a satisfactory resolution.
  • Proactively identify opportunities to improve the user experience and service quality.

Process Improvement:

  • Continuously review and enhance service desk processes, procedures, and workflows.
  • Identify bottlenecks, areas for automation, and opportunities to streamline operations.
  • Implement best practices to optimize incident management and request fulfilment processes.

Documentation and Reporting:

  • Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
  • Prepare regular reports on service desk performance, highlighting trends, successes, and areas for improvement.
  • Analyze data to identify patterns and implement strategies to prevent recurring issues.

Training and Development:

  • Provide ongoing training to team members, ensuring they are equipped with the necessary technical and soft skills.
  • Stay updated on industry trends, emerging technologies, and IT service management best practices.

Vendor and Stakeholder Management:

  • Collaborate with external vendors and partners to resolve issues and improve service delivery.
  • Foster positive relationships with stakeholders across the organization, including department heads and management.

Qualifications and Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Proven experience in a technical support or service desk role, with a track record of progressively increasing responsibilities.
  • Strong leadership skills with the ability to inspire and motivate a team.
  • In-depth knowledge of IT service management principles and best practices (ITIL certification is a plus).
  • Excellent problem-solving and troubleshooting skills.
  • Outstanding communication skills, both written and verbal.
  • Proficiency in using ticketing systems preferably Service Now and ITSM tools.
  • Familiarity with remote support tools and technologies.
  • Ability to work well under pressure and manage multiple priorities.
  • Strong customer service orientation and empathy.
  • Experience with process improvement and change management initiatives.

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