Service Desk Team Leader at Discovery Limited

Key Purpose

Operational management of the 529Help Team with focus on delivering service excellence within agreed

Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

Day to day Operational and People management:

• Time and attendance management.
• Management of all incoming Contact Channels to ensure contacts are acknowledged and processed within quality standards and SLAs.
• Analysis of interval, SLA and ticket volume reporting to understand trends and target improvements.
• Workforce management to ensure adequate staffing during support hours.
• Daily, weekly and monthly operational and service level reporting.
• Maintain and review quality assurance standards for inclusion in Agent Incentives.
• Monthly 1:1 performance reviews with staff with a focus on performance improvements.
• Identify top performers within the Team for inclusion in the Team performance awards.
• Track and manage all instances of low performance through formal performance improvement plans.
• Bi-annual Performance Conversation and career development of all direct reports.
• Ensure Service Desk processes are documented and maintained (SOPs).
• Ensure Service Take Ons are introduced in to the Service Desk in a structured and formalized manner.
• Ensure that a relevant training is conducted to equip Agents to provide effective support.
• Represent the Service Desk in meetings.

Escalation Management:

• Acknowledge and manage all Escalations to Resolution.
• Monitor Escalation trends to identify improvement actions.
• Ensure an effective Escalation management process is in place and reviewed to ensure relevance.

Continual Service Improvement:

• Actively identify opportunities and implement initiatives to improve SLA adherence, Agent productivity and efficiency, process optimization, automation and User Self-Service take up.
• Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organization.
• Able to operate effectively in a high volume, pressurized environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+;
• MCSE preferable
• ITIL Foundation preferable
• Service Desk experience in a senior or supervisory capacity.
• Must have working experience with all desktop & Microsoft software platforms.

EMPLOYMENT EQUITY   

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people