Helpdesk Lead - Singapore - ZENITH INFOTECH (S) PTE LTD.

ZENITH INFOTECH (S) PTE LTD.

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Helpdesk Lead (Singaporean Only

This is a 12 months contract assigned to our client

Work Location:
Commonwealth MRT

Salary Range :
$4,000-$6,000

Job Descriptio

Assist Helpdesk manager in managing day to day operation of Helpdesk
Assist Helpdesk manager in managing client on the daily reporting
Real Time Monitoring of daily operations to departmental objectives & KPIs are met
Monitor agent's weekly performance using available data
Identify training and development needs of agents to bridge competency gaps.
Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated
Ensure team members' compliance in operations policies and processes
Provide the necessary leadership/guidance to team members to achieve Contract SLA.
Lead, motivate and supervise agents to ensure that Customers' requests are answered promptly, of

consistent quality, and in accordance to stipulated performance standards

Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs
Conduct regular huddles / meetings with agents to ensure that they are kept informed about ongoing

changes and updates (eg share important updates like survey participation rate, calls handled the

previous day, unique cases so agents are kept updated)

Ensure all knowledge base (eg. SharePoint/Confluence) for Helpdesk are all up to date
Evaluate and resolve customer's complaint and ensure that they are dealt with expeditiously and

satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.

Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient

coverage of both agents and Team Leads across Helpdesk operational hours

Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk
Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company policies

and procedures to agents and ensure compliance

Provide structured feedback and recommendations for tool and process improvements on an

ongoing basis

Perform other duties and responsibilities that may be assigned to you by the management for the

effective implementation, maintenance, and continual improvement of Helpdesk.

Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,
Monthly 1:1 coaching session with team members; Quarterly team bonding session
To take over level 1 escalation from agents.
To call user to resolve the issue for user.
Live and inspire agents to live the corporate values, contributing to the success of company culture

Work Values

Pride in Customer Excellence
Pleasure to work in a team
Respect your commitment

Skills:

1. 3 to 5 years of work experience in the related field is preferred for this position.

2. 3+ years of leadership experience directly managing others

Strong time management skills and motivation to exceed expectations.
Ability to multi-task
Must be a strong communicator with an emphasis on effective listening and empathizing with customers,

plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).

Degree or diploma in any discipline.
Strong leadership skills
Good knowledge and understanding of top-class customer experience.
Passionate about how customer service can contribute to the success of any businesses.
Proactive and positive in resolving issues.
Experience with performance metrics
Excellent written and verbal communication and interpersonal skills to coach, train and

assist team members