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 ResponsibilitiesPolicies and Procedures (5%)Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team membersReport all Health & Safety incidents to the Occupational Health and Safety Officer on siteYou may be required to conform 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 departmentBe alert to deteriorating customer-service within the environment and intervene directly or by escalationRegularly update all customers with progress-information and estimated times to completion on all escalations.Manage customer perceptionsProfessionally respond to and assist with all customer queriesOperation Management (18%)Ensure processes and procedures are followed according to agreed service timesTo 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 AllocationProvide 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 resourcesEscalation of problems or breaches of all calls to your managerAbility 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 versaAnalysis and Reporting (18%)To analyze and summarise reports on SLA targets.Trend analysis on root causes and ticket categories, incident rates and similarCompile and publish daily, weekly and monthly reports as required.Weekly incident analysis and escalation to 3rd-levelCritical calls - root-cause analysis weeklyPending List feedback dailyRepeat Call Analysis weeklyTicket Scoring conformance weeklyOnsite verification weeklyDaily monitoring of Repeat call journalDaily monitoring of Onsite TemplatePerformance Management (18%)Ensure team performance is in line with client KPI'sWill ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metricsTo 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 dailyRespond or manage response to challenges regarding agent performanceTraining (13%)Identify training requirements for team members & escalate to managerProvide 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 availableTeam-specific training weekly and as requiredCompetencies (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 knowledgeProfessionalism - To be loyal, committed, reliable, punctual, creative and innovativeGood Time-Management -To be efficient in setting priorities, forward planning, achieving goals, managing dutiesTechnical skills - Identifies, diagnoses and resolves reported incidents in a call-centre environment & communicates solutions to customersYou may be required to work overtime outside the scheduled shift- and standby-allocation on management request.Minimum Requirements:MatricA+ and N+ qualification or Similar2-3 Years in managing a teamJob Types: Full-time, PermanentPay: R15500,00 - R18000,00 per month
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