Job Purpose :
Responsible for the management of the day to day operations and staff for all Enterprise Supply Chain (ESC) Customer Service Desk processes.
As a Helpdesk Supervisor, this person should support and monitor daily service levels, coordinate of service meetings with key country partners and teams (including handling all customer escalations both internal and external).
Key Responsibilities :
oPeople management responsibility for a medium size team including development and training.
oSet team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance.
oServe as a liaison with our internal customers, communicating trends and resolving related issues jointly.
oEstablish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met.
oAssist in audit and compliance efforts for department.
oMonitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly.
oParticipate and assist in coordination of service meetings with key country partners.
oEnsure consistent communication with the customer base identifying and assisting and remediating any service issues.
oIdentify improvement opportunities within the Service Desk environment and work with the overall team to drive change to improve efficiency and service.
oSupport the handling of customer calls, emails and tickets when appropriate based on service levels, coverage and status of management escalations.
oAddresses variable issues with customers and utilizes service skills to resolve.
oMake evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
oApplies good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function / job family.
oDeals with most problems independently and has some latitude to solve complex problems.
oManage and report on the performance of the function utilising key performance indicators (KPI-s)
oEnsure that all the relevant policies are applied, built into the daily processing and shared with the staff
oBasic College (BA) or (BS) preferred.
oOperational experience in a shared services environment is critical
oKnowledge of and proficiency in the delivery of operational services
oExperience of working in an international context
oExperienced at managing a team in a constantly changing environment
oExperience of banking or financial services may be an advantage
oP2P background is an advantage
oAt least 2 year customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
oRelevant customer service / helpdesk experience
oFull understanding of P2P and Helpdesk processes
oExperience in projects improvements process (Efficiencies
Operations Customer Service
Yes, 10 % of the Time