Workplace Service Development

Workplace Service Development

5-8 years
Not Specified

Job Description

Job Description

Helpdesk Supervisor ensures service delivery within agreed speed, quality, and cost through effective people management. He/She manages various stakeholders across the organization and provide additional value through process improvement ideation and execution.

. Oversee Helpdesk team to ensure customer service level agreement and contractual obligations are met.

. Effectively manage various stakeholders such as but not limited to Workplace Location Leads and I.T.

. Effectively conduct service performance reviews with stakeholders, with the supervision of the manager.

. Effectively plan capacity to manage workload, resources across locations, shifts, of varying skills, and technology.

. Conduct quality spot-checks and coaching to ensure process adherence among Helpdesk Agents.

. Conduct training for new joiners, agent development, process improvements and new scope.

. Manage escalations, conduct root cause analysis and take corrective actions and preventive actions.

. Coach Helpdesk Agents to ensure quality and timely customer service is provided to Accenture employees. Train, establish and instill Operational Excellence work style and mindset among team members.

. Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-ins and by ensuring process changes are implemented as planned.

. Carry out any other duties within the defined scope that may be assigned from time to time.


. Graduate of Bachelor's Degree

. Must have experience in Operations, Performance, Escalations Management

. Good to have the following: o Preferably from call center environment o Preferably combination of voice and non-voice o Worked with onshore clients o 5 years Supervisory role and handled at least 12-20 people o Can work with large data using Excel - Pivot, Vlookup, Data visualization, Presentation and Analytics o Can design presentation materials and present in large group and upper management level

. Temporarily Work from Home

. Work Location: Boni, Mandaluyong

. Work schedule: Shift Rotation

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