Contract Type : FULL-TIME Preamble
FULL-TIME Preamble
We are looking for candidate who loves challenges to join our dynamic team!
Responsibilities
Responsible to ensure proper shift scheduling are in place for the service desk team to cope with day-to-day operations on shift level for 24x7
Responsible to provide direction and communication to team members so that customer service requests via email or calls are answered in a timely, efficient, and knowledgeable manner in line to meet service OLA / SLA
Responsible to provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area of operations, efficiency, and service to external customers
Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement or provide timely feedback for staff improvements
As a first point of contact to be available for team members that experience work and / or personal problems providing appropriate coaching, counselling, direction, and resolution where possible
Ensure team members have appropriate training and other resources (documentation, knowledgebase) to perform their jobs competently.
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level
Address disciplinary and / or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective / appropriate decisions relative to corrective action as required
Able to propose and establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
Required to gather feedback from customers to understand their dissatisfaction and provide accurate feedback
May be required to cover the team members due to unforeseen or unplanned circumstances until formal arrangement is made
Qualifications
A problem solver
Ability to communicate effectively to a variety of audiences
Ability to develop and motivate a team. Proven leadership experience (have leading a team)
Experience in external customer handling (at least 6 years)
Will get his hands dirty when required 
