Escalations Supervisor - Midrand at Adapt IT Holdings

PURPOSE OF THE POSITION

• General Supervision of the desk
• Ensure that Agents are logged on to their phones and available to assist clients.
• Monitor and manage the assignment of cases within the team.
• Provide Technical support.
• Ensure at problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
• Manage and coordinate major incidents.
• Real time support and coaching of agents.
• Monitor SLA

Provide coaching to agents where technical and operational gaps are identified.

• Ensure that agents have arrived on time for their shifts.
• Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.
• Ensure that we achieve 60 seconds SLA on daily basis.
• Ensure that you are logged in your phone and available to take client escalations.
• Monitor and manage the assignment of calls within the team and to other teams.
• Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
• Provide technical support on escalated issues.
• Manage and coordinate major incidents (Priority 1 and 2) for all clients.
• General supervision of the support desk.
• Effectively delegating shift tasks and ensure accomplishment after hours.
• Address all irregularities within the team with management.
• Real time support and coaching of agents in person and across electronic media.
• Identify and advise management of procedures that may require updating or reviewing within the team/business.
• Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
• To employ sound decision making when dealing with customer support issues i.r.o. escalation (Oracle and Third Party); resolve customer issues in the most efficient manner, in the shortest possible time.
• Check that incoming emails are logged within acceptable time frames and responded to the clients with a case number (email must not be a copy & paste from CRM with odd highlighting or fonts)
• Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.
• Check there are no queues where people have gone off shift.
• Check pending cases daily & frequently check for suspended cases.
• Check the Lorge queue.
• Any other tasks deemed appropriate.
• Identify repeat issues & assign to the appropriate team for long term solution.
• Monitor more than 5 days old cases.
• Ensure the Dashboards & Cisco admin are active.
• Manage your teams QA function.
• Manage teams’ performance based on the support desk plan.
• Provide handover reports daily after every shift.

Minimum Qualification and Experience Requirements

• Matric / Grade 12 / Equivalent
• Micros experience essential.
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within Micros Support
• Minimum 3 years management experience within restaurant industry 
• Good understanding of Microsoft products (Windows, Office)
• Driver’s license
• Own vehicle