This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence
Job Summary
This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence.
Lead, mentor, and develop a team of helpdesk management and Operators and manage daily operations of the helpdesk to ensure timely, effective service delivery.
Develop and maintain service standards, SLAs, and KPIs to ensure consistent service quality and monitor metrics and performance data to identify trends, recurring issues, and opportunities for improvement.
Matching Summary
This role is ideal for someone with a strong background in Contact Centre/Helpdesk environments, excellent leadership skills, and a passion for driving service excellence.
Skills & Requirements
Must-have
Lead 24/7 Customer Service team
Oversee high-quality service delivery
Develop service standards and KPIs
Manage helpdesk systems and tools
Customer-centric focus
Nice-to-have
Passion for driving service excellence
Implement process improvements and automation
Key Requirements
Proven experience in Helpdesk/Contact Centre Manager role
Strong understanding of Customer Experience principles