Help Desk Supervisor

Key Accountabilities/ Principal Responsibilities

Help Desk Co-ordination

Analyse call volumes

Implement help desk service targets to ensure call response times are aligned to contractual requirements

Ensure all calls are answered within agreed upon SLA timeframes and in the appropriate manner

Monitor customer complaints and assist 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 thereof

Assist with preparation of monthly performance report

Identify and report on calls in varying status’ and drive to closure

Ensure supporting documentation is included on all calls where applicable

Monitor calls to ensure information is captured and co-ordinated accurately

Deal with and manage complex client complaints or enquires to ensure client satisfaction

Develop and maintain sound relationship 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

Customer relationship management

Undertake help desk operator activities (logging, allocating and following up calls)

Effective reception services to support office operations

o Telephone management

o Visitors and register management

o Courier management

o Management of deliveries and receiving

o Message taking

o Meeting room management

Supervising Staff Performance

Implement and supervise shift schedules of help desk workstream

Supervise daily activities of the help desk operators

Implement and monitor adherence to business rules and principles, set policies, procedures and directives, taking corrective actions where required

Ensure staff are kept 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

Quality

Implementation of the ISO quality management system and continually improving its effectiveness

Ensuring statutory and regulatory compliance

Ensuring the quality objectives are established and met

Key Skills and Experience

Grade 12

Min 4-year help desk experience, with at least 2-year 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 the management thereof

Knowledge and understanding of statistical analysis

People and Management Skill

Ability to collate, analyse and interpret help desk statistical information

Ability to be multi-skilled

Ability to prioritise tasks

Adhere to deadlines and targets

Excellent customer relationship skills

Caller engagement skills

A calm disposition

Ability to drive a help desk forward and add value to its operations

Mentoring and coaching skills

Creative and innovative thinking

Ability to work effectively in a team

Problem solving skills

Good communication skills

Good general interpersonal skills

Have a professional attitude

Take ownership of tasks

Willingness to work shifts

Key result areas

Understand role of reporting to the business and client

Understand role of supervising staff to closely ensure output is aligned with business requirements

Understand interworking with various teams to ensure operational compliance

Understanding that feedback and communication is critical to success

Understanding quality and service delivery

Adhere to deadlines and targets

Generating accurate information

Additional Responsibilities and Skills

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as AFMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels.

Interested? Submit your CV now.

All vacancies advertised by AFMS Group are in full adherence to South African labour legislation, including the Employment Equity Act, Labour Relations Act, and Basic Conditions of Employment Act.

We strive to create an inclusive workplace that values diversity and welcomes applications from all qualified individuals, regardless of race, gender, disability, or any other protected characteristic.

Our recruitment process is fair and equitable, focusing on the qualifications, skills, and experience that are relevant to each role. We ensure that all candidates are treated equally, and no discrimination will be tolerated.

By submitting your application, you consent to the processing of your personal information in accordance with the Protection of Personal Information Act 2014 (POPIA) for recruitment and hiring purposes.

For information on AFMS Group, including more information on our company culture, visit our website at www.afmsgroup.co.za.

Please note, relocation costs will not apply.

If you do not hear from us in 14 days, consider your application unsuccessful.

Applications to be addressed to Matthew Toontjies: recruitment@fm-solutions.co.za

Please note: This advertisement is for pipeline recruitment purposes. While we are building a talent pool for future opportunities, the position is not available for immediate placement, and appointments will be made as suitable vacancies arise.