Job Description
Overview
Role: Full time, Experienced hire. Role location: Hybrid (three days in-office, two days virtual). Work Schedule: Night Shift. Education: General Equivalency Diploma.
What You Will Be Doing
- Monitor agents on various channels such as Voice and Offline tickets
- Coach agents on a regular basis discussing performance, strengths and AFI’s
- Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns
- Conduct analysis on QA and CAT performance through weekly and monthly reports
- Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints
- First point of contact for circa 150 clients, internal IT and business users of IT services
- First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support ...