My client, a leading ICT company with a national footprint, seeks to employ an experienced Help Desk Supervisor to manage a team, provide customer support and serve as the first escalations point within the Customer Service Operations Centre.

Job Duties:
• Serve as the first escalations point within the Customer Service Operations Centre, providing support to external and internal customers.
• Manage aspects of the Customer Service Operations Centre, including:
o Incident Management
o Service Request Management
o Reporting
• Implement and maintain an on-going Escalation Strategy to provide assistance and alignment to meet Service Level Agreements (SLA’s)
• Optimize the effective and efficient functioning of the Customer Service Operations Centre in context of best-practices on an on-going basis.
• Manage Customer Services Operations Centre shift schedules and IVR basis.
• Quality Assurance in respect of Service Request Management across the Customer service Operations Centre
• Reporting: Provide Incident Management reports within the Customer Service Operations Centre, daily, weekly and monthly.
• Ensuring seamless shift handover, managing scheduled planned work and ensuring correct resourcing

Requirements:
• A Tertiary in Business management
• At least 3 years’ experience, of which at least 2 years within a ISP Environment in a Call Centre/Help Desk Supervisory role managing a
team
• OR At least 5 years in a Call Centre Supervisory position, managing 24hour operations
• Strong interpersonal and communication skills
• Process and Procedure driven
• Advanced Computer Literacy (MS Office)

Special Requirements:
• Must be willing to work irregular hours
• Must be willing to work 24/7 shifts