Helpdesk Lead

Assist Helpdesk manager in managing day to day operation of Helpdesk
- Assist Helpdesk manager in managing client on the daily reporting
- Real Time Monitoring of daily operations to departmental objectives & KPIs are met
- Monitor agent’s weekly performance using available data
- Identify training and development needs of agents to bridge competency gaps.
- Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated
- Ensure team members’ compliance in operations policies and processes
- Provide the necessary leadership/guidance to team members to achieve Contract SLA.
- Lead, motivate and supervise agents to ensure that Customers’ requests are answered promptly, of consistent quality, and in accordance to stipulated performance standards
- Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs.
- Conduct regular huddles / meetings with agents to ensure that they are kept informed about on-going changes and updates (e.g. share important updates like survey participation rate, calls handled the previous day, unique cases so agents are kept updated)
- Ensure all knowledge base (e.g. SharePoint/Confluence) for Helpdesk are all up to date
- Evaluate and resolve customer’s complaint and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.
- Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient coverage of both agents and Team Leads across Helpdesk operational hours
- Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk
- Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company policies and procedures to agents and ensure compliance
- Provide structured feedback and recommendations for tool and process improvements on an on-going basis
- Perform other duties and responsibilities that may be assigned to you by the management for the effective implementation, maintenance, and continual improvement of Helpdesk.
- Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,
- Monthly 1:1 coaching session with team members; Quarterly team bonding session
- To take over level 1 escalation from agents. To call user to resolve the issue for user.
- Live and inspire agents to live the corporate values, contributing to the success of company culture (1/Pride in Customer Excellence 2/Pleasure to work in a team 3/Respect your commitment)

**Skills**:

- 3 to 5 years of work experience in the related field is preferred for this position.
- 3+ years of leadership experience directly managing others
- Strong time management skills and motivation to exceed expectations.
- Ability to multi-task
- Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
- Strong leadership skills
- Good knowledge and understanding of top-class customer experience.
- Passionate about how customer service can contribute to the success of any businesses.
- Proactive and positive in resolving issues.
- Experience with performance metrics
- Excellent written and verbal communication and interpersonal skills to coach, train and assist team members