Key Duties & Responsibilities:
Ensure high-quality customer experience by monitoring interactions, handling escalated employee complaints, and implementing improvements based on feedback.
Track key performance metrics such as First Response Time, POC Response Time, Overall Resolution Time, and Customer Satisfaction Rating, among others, to identify areas for improvement.
Oversee the Helpdesk Team, which includes hiring, training, scheduling, assisting and performance management.
Generate reports and conduct analysis to identify trends, issues, and opportunities for improvement within the Helpdesk operation, as well as surface the same to other departments.
Manage the maintenance and upkeep of the Helpdesk system.
Required Qualifications:
Residing in NCR
With at least 3 years of relevant experience in helpdesk/customer support roles
With at least 1 year of experience leading a team
Has experience with helpdesk tools, preferably Zendesk
Proficiency with Google Workspace and Mac OS
Willing to be in a hybrid work environment, encompassing both remote and in-office work environments
Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week
Required Behavioral Competencies:
Leadership: Is able to inspire and motivate team members, set clear goals, and provide guidance and support as needed.
Strategic mindset: Has the ability to think beyond day-to-day operations and develop long-term strategies to improve efficiency, enhance customer satisfaction, and align the helpdesk function with the company’s overall goal.
Strong analytical and problem-solving abilities: Demonstrates strong critical thinking skills to analyze complex issues, identify root causes, and develop effective solutions, utilizing data analytics.
Organizational skills: Can efficiently manage tasks, time, and resources to achieve goals and meet deadlines, which entails time management, planning and scheduling, attention to detail and resource management.
Verbal & written communication skills: Can effectively convey information to team members, customers, and other stakeholders.
Customer Focus: Possesses a customer-centric mindset with a focus on delivering high-quality service and satisfaction to internal customers.
Continuous Learning:
Demonstrates dedication to continuous learning and professional growth, ensuring staying updated on industry trends, emerging technologies, and best practices in helpdesk support and management.
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