TPS & Service Desk Team Leader - Kuils River at Experian

Job Description

• Lead and manages the activities of the Technical & Product Support and Service Desk Agents in the team to ensure that they provide a service that will exceed the expectations of the clients. Gives constructive feedback on the performance within the team and assist in controlling productivity. Provides coaching/on the job training to level one agents and clients with complex queries if necessary. Monitors fraudulent transactions. Manages and control systems and support service functions, including strategy, support for business development, quality of service and operations. Ensures specialist technical expertise, support in installing, testing, tuning, optimizing, diagnosing problems, repairing, upgrading, and maintaining external hardware and systems software.

Qualifications
Technical related qualification

• Desktop Technical support Experience
• Excellent Stakeholder Management and communication– written and verbal.
• Team Leader experience is desirable.
• Strong leadership skills, driving a high-performance diligent execution culture.
• Ability to understand and report on Service Level Agreements.
• Ability to build and maintain close relationships with internal teams and external clients.
• Be organised.
• Ability to identify and drive process improvements on the Service Desk.
• Report Writing and Presentation skills.
• Analytical and problem-solving capabilities.
• Good ability to manage a varied workload in a high-pressure environment.

Additional Information
What you’ll be doing
Customer Service

• Ensure that all incoming communication to the department is attended to and that the agents responds to clients in a timeous manner. Examples but not limited to Jira, Service Now, Salesforce, Emails and Calls
• A sample of 10 call recordings per month will be audited by the Quality Assurance Department and call audit results ought to be between 90% and 100%.
• Service Level agreement will be monitored on Service now and emails to ensure that all communication and client requests are attended to within 30 minutes.
• Service now cases will be reported on to monitor if the SLA was exceeded.
• Escalated cases are followed up and closed timeously and logged in the correct system and platform.
• Cases should be followed up at least twice a week and closed within 60min after solution was submitted/posted.
• Ensure that the agents utilize the proper systems or resources to ensure that compliance, policies and procedures are adhered to whilst assisting clients.
• All incoming calls, emails or support cases ought to be attended to in a professional manner.
• Points on performance report will be deducted if the abandoned percentage is more than 15%.
• Ensure that all Jira / Service Now / emails and cases are updated and if any feedback received should be communicated to clients or Engagement Manager.
• Be the first escalation point for complex queries and complaints.
• Optimize any shortfalls to increase team productivity and client service

Team Management

• To organize, lead and control all direct reports by translating the planned and prioritized objectives of the department strategy/plan into individual performance and development plans to ensure on time and quality execution:
• Performance reviews should be done once a month and performance reports be submitted to QA.
• Staff coaching sheets should be submitted to QA at the end of every week.
• Ensure that the risk register is up to date.
• Ensure that tasks are delegated on a daily base to ensure maximum productivity of each team member.
• Ensure that working schedules is created, up to date and communicated to with the team well in advance
• Leave management
• Actively promote and demonstrate the Experian Way behaviours
• Ensure that your team have a backup/responsibility system on critical aspects documented and reviewed once a month to ensure that it is current and relevant.
• Ensure that staff have the adequate knowledge of all SLA customers and processes relevant to these customers.
• Staff should understand all wallboards monitoring client usages.
• Implement and Management of exceptional probation induction programs into the team.
• Identify and manage performance improvement plan and any other IR related queries.
• Encourage the team’s development plans and effect areas of improvement and/or growth.
• Provide the necessary technical training within the team to ensure constant knowledge growth of the team.
• Awareness of overall team’s availability - Ensure resources and skills are deployed at the right time and in the right place with the correct skills to successfully deliver services to clients