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Service Desk Team Leader

Merchants Recruitment

Cape Town, Western Cape

on 2020/10/28

Market Related

Role Requirement Permanent

SalaryMarket Related

Work TypePermanent

Service Desk Team Leader

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

  1. 1. People Management
  • Coaches the team in order to ensure quality of delivery meets the appropriate standard
  • Measures and manages the team to ensure out-of-line situations are immediately addressed
  • Communicates information in a timely, accurate and understood manner to all team members
  • Ensure that all Human Resources policies and procedures are observed
  1. 2. Communication and Feedback
  • Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
  • Ensure regular feedback is given to Agents with regards to action plans that have been set
  • Ensure all relevant business communications are communicated to the team as and when required
  1. 3. Reporting and Administration
  • Sign off Agents timesheets on a weekly basis
  • Track and accurately update operational performance files for Agents on a weekly basis
  • Compiling and sending reports as required by the business for relevant updates
  1. 4. Customer Satisfaction
  • Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
  • Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
  • Drive teams performance on systems and all metrics in accordance to the contractual obligation.

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