Job Description
- Oversees team operations and daily performance while providing guidance and coaching.
- Monitors transactions to ensure that client service quality consistently meets established standards.
- Distributes tasks effectively, manages workloads and backlogs, and makes necessary adjustments.
- Identifies opportunities for improvement and implements new structures and processes as needed.
- Promotes team discipline, communication, and morale to enhance collaboration.
- Engages with clients to execute service recovery actions when service levels fall short.
- Regularly updates the team on current products, services, and operational procedures.
- Ensures team members are informed about new developments within a specified timeframe to perform their roles effectively.
- Collects and reports relevant statistics daily, weekly, and monthly as part of their responsibilities.
- Performs additional duties as assigned by management when required.
Requirements
- At least 3 years of experience in IT support, including 1 year in a leadership or supervisory capacity.
- Proven track record of managing and motivating teams to meet performance targets and deliver excellent customer service.
- Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
- Demonstrated problem-solving skills and a proactive approach to identifying and addressing issues.
