Help Desk Supervisor

In brief

**Overview** This role is for a Help Desk Supervisor at AFMS Group, responsible for coordinating help desk operations, managing staff performance, and ensuring quality service delivery in accordance with established standards and client requirements. **What you will do** * Analyse call volumes and implement help desk service targets to align call response times with contractual requirements. * Monitor and ensure all calls are answered within agreed upon SLA timeframes and in the appropriate manner. * Monitor customer complaints, assisting with follow up and closure when required. * Monitor the system dashboard and prepare and submit various reports to operational representatives. * Produce internal and external statistical reports and analysis, and assist with monthly performance report preparation. * Identify and report on calls in varying statuses and drive them to closure, ensuring supporting documentation is included where applicable. * Monitor calls to ensure information is captured and coordinated accurately. * Deal with and manage complex client complaints or enquiries to ensure client satisfaction. * Develop and maintain sound relationships with end users. * Keep abreast of all workstream activities that impact the CAFMS. * Support help desk operators when calls cannot be resolved. * Monitor individual, team, and help desk results to identify and act on both positive and negative performance trends. * Answer questions and recommend corrective services to address customer complaints. * Undertake help desk operator activities including logging, allocating, and following up calls. * Provide effective reception services, including telephone, visitors and register management, courier management, management of deliveries and receiving, message taking, and meeting room management. * Implement and supervise shift schedules for the help desk workstream. * Supervise daily activities of the help desk operators. * Implement and monitor adherence to business rules, principles, policies, procedures, and directives, taking corrective actions where required. * Ensure staff are informed, updated, and fully conversant on all new working practices, technological changes, and compliance to client service requirements. * Mentor and ensure staff training on technical and behavioural competencies. * Motivate and encourage agents through positive communication and feedback. * Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions. * Monitor service calls to observe employee demeanour, technical accuracy, and conformity to company policies. * Implement the ISO quality management system and continually improve its effectiveness. * Ensure statutory and regulatory compliance. * Ensure quality objectives are established and met. **Requirements (from the original advert)** * Grade 12 * Minimum 4 years help desk experience, with at least 2 years experience at a supervisory level * Excellent literacy skills * Computer literacy: Forcelink, MSOffice * Knowledge of customer relationship management systems, technology, and processes * Knowledge of service level agreements and their management * Knowledge and understanding of statistical analysis **Who should apply** The ideal candidate should possess the ability to collate, analyse, and interpret help desk statistical information, be multi-skilled, and capable of prioritising tasks while adhering to deadlines and targets. They should have excellent customer relationship and caller engagement skills, maintain a calm disposition, and be able to drive a help desk forward and add value to its operations. Strong mentoring and coaching skills, creative and innovative thinking, and the ability to work effectively in a team are essential. The candidate should also demonstrate good problem-solving, communication, and general interpersonal skills, a professional attitude, and a willingness to take ownership of tasks and work shifts. Furthermore, the individual should understand the importance of reporting to the business and client, the role of supervising staff to ensure output aligns with business requirements, the interworking with various teams for operational compliance, the criticality of feedback and communication for success, and the principles of quality and service delivery, along with the ability to generate accurate information. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/help-desk-supervisor-afms-group Source: myjobmag

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