Helpdesk Lead

This is a 12 months contract assigned to our client

Work Location: Commonwealth MRT

Salary Range : $4,000-$6,000

**Job Description**:
1. Assist Helpdesk manager in managing day to day operation of Helpdesk

2. Assist Helpdesk manager in managing client on the daily reporting

3. Real Time Monitoring of daily operations to departmental objectives & KPIs are met

4. Monitor agent’s weekly performance using available data

5. Identify training and development needs of agents to bridge competency gaps.

6. Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated

7. Ensure team members’ compliance in operations policies and processes

8. Provide the necessary leadership/guidance to team members to achieve Contract SLA.

9. Lead, motivate and supervise agents to ensure that Customers’ requests are answered promptly, of

consistent quality, and in accordance to stipulated performance standards

10. Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs

11. Conduct regular huddles / meetings with agents to ensure that they are kept informed about

ongoing changes and updates (eg share important updates like survey participation rate, calls handled

the previous day, unique cases so agents are kept updated)

12. Ensure all knowledge base (eg. SharePoint/Confluence) for Helpdesk are all up to date

13. 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.

14. Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient

coverage of both agents and Team Leads across Helpdesk operational hours

15. Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk

16. Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company

policies and procedures to agents and ensure compliance

17. Provide structured feedback and recommendations for tool and process improvements on an

ongoing basis

18. Perform other duties and responsibilities that may be assigned to you by the management for the

effective implementation, maintenance, and continual improvement of Helpdesk.

19. Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,

20. Monthly 1:1 coaching session with team members; Quarterly team bonding session

21. To take over level 1 escalation from agents.

22. To call user to resolve the issue for user.

23. 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**:
1. 3 to 5 years of work experience in the related field is preferred for this position.

2. 3+ years of leadership experience directly managing others

3. Strong time management skills and motivation to exceed expectations.

4. Ability to multi-task

5. 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).

6. Degree or diploma in any discipline.

7. Strong leadership skills

8. Good knowledge and understanding of top-class customer experience.

9. Passionate about how customer service can contribute to the success of any businesses.

10. Proactive and positive in resolving issues.

11. Experience with performance metrics

12. Excellent written and verbal communication and interpersonal skills to coach, train and assist

team members

13. The profile for Team Lead should be those with external customer service experience and management,

preferably in a call center environment. Not really needed from Engineering background.