Job PurposeThe purpose of the job is to manage a team of agents. To efficiently allocate incoming requests to the team, prioritizing actions and monitor team resources so that customer deadlines are met.
Key Responsibilities
Policies and Procedures (5%)
Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team members.
Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
You may be required to conform to the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Customer Service (18%)
Proactively encourage a customer service focus in the department.
Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Regularly update all customers with progress-information and estimated times to completion on all escalations.
Manage customer perceptions.
Professionally respond to and assist with all customer queries.
Operation Management (18%)
Ensure processes and procedures are followed according to agreed service times.
To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
Assign calls to appropriate team member according to skills level – Call Allocation.
Provide single point of contact for technical escalations and take ownership.
To act as information and skills broker between agents and higher qualified and/or experienced resources.
Escalation of problems or breaches of all calls to your manager.
Ability to creatively address problems and follow proposed solutions through to completion.
To identify and highlight best practices in support management through continuous assessment.
To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
Analysis and Reporting (18%)
To analyze and summarise reports on SLA targets.
Trend analysis on root causes and ticket categories, incident rates and similar.
Compile and publish daily, weekly and monthly reports as required.
Weekly incident analysis and escalation to 3rd-level.
Critical calls - root-cause analysis weekly.
Pending List feedback daily.
Repeat Call Analysis weekly.
Ticket Scoring conformance weekly.
Onsite verification weekly.
Daily monitoring of Repeat call journal.
Daily monitoring of Onsite Template.
Performance Management (18%)
Ensure team performance is in line with client KPI's.
Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metrics.
To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
Provide quality conformance feedback weekly (but daily monitoring and policing).
Missed SLA processing daily.
Respond or manage response to challenges regarding agent performance.
Training (13%)
Identify training requirements for team members & escalate to manager.
Provide guidance & coaching to team members.
Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades).
Ensure all technical tips & tricks, 3rd level diagnostics are documented and available.
Team-specific training weekly and as required.
Competencies (10%)
Attention to detail - To be efficient with regards to quality of work, completion of tasks, meeting of deadlines and in gaining on the job knowledge.
Professionalism - To be loyal, committed, reliable, punctual, creative and innovative.
Good Time-Management - To be efficient in setting priorities, forward planning, achieving goals, managing duties.
Technical skills - Identifies, diagnoses and resolves reported incidents in a call-centre environment & communicates solutions to customers.
You may be required to work overtime outside the scheduled shift and standby allocation on management request.
Minimum Requirements:
Matric.
A+ and N+ qualification or Similar.
2-3 Years in managing a team.
Job Types: Full-time, Permanent
Pay: R15500,00 - R18000,00 per month
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