Job Description

Tsebo Facilities Solutions is looking for a Helpdesk Supervisor to provide managerial and supervisory direction in terms of superior operation of the Clients and Tsebo Facilities Solutions Call Centre/Helpdesk systems. Deliver an Industry Best Practice operation in terms of proactive call management, Call Centre/Help Desk staffing, allocation of resources in remediation of prioritised calls. Report and manage proactively in terms of Call Centre/Help Desk personnel and call management. Work in conjunction with Client Management and Staff, including Tsebo Facilities Solution Hard and Soft Service Teams to ensure superior Client satisfaction and accurate reporting
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.
Duties & Responsibilities
Operational Planning:

• Co-ordinate staff to ensure the delivery of exceptional Call Centre/Help Desk services.
• Plan and schedule rotational rosters to ensure optimal resourcing of Contractual shifts.
• Monitor Planned Preventative Maintenance (PPM) schedules to ensure all work orders are printed on due date / Hand to Maintenance Team & Manager for execution.
• Monitor stock reports and ensure compliance.
• Exercise excellent judgement and decision making and be totally Client service driven
• Organise high volumes of task/jobs for respective resources and communicate accordingly.
• Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
• Invest time and energy in the management and development and motivation of the helpdesk team, in a manner to ensure highest quality of service delivery while maintaining high team morale.
• Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis.
• Ensure all aspects of Call Centre/Help Desk and related Admin and HR policies and procedures are adhered to including: Shift rostering, timesheets, overtime claims, Annual/sick/absenteeism leave forms.
• Provide accurate statistical reports: weekly/monthly or as and when required.
• Implement and document dynamic operational working procedures, to support the delivery of service excellence.
• Monitor, track and report on monthly Contractual KPI scores, highlighting and communicating non-conformances to Contract Lead.
• Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
• Implement safe working practices to ensure safety of building occupiers and visitors.
• Lead monthly management report meetings with the client and build strong relationships with key business leaders.
• Strong detail analysis of service delivery and identify continuous improvements.
• Introduce systems for analysis of service delivery i.e. feedback surveys
• Monitor the team's performance promoting achievements and identifying weaker areas for improvement.
• Supervise employees, including timekeeping and attendance, and handle employee issues.
• Manage calls in accordance to risk of contract to avoid paying penalties.
• Update and maintain the Master Contact List for the Huawei - All Departments

Process and Procedure Effectiveness:

• Develop and continually improve process and procedures methodology to optimise the Call Centre/Help Desk operation.
• Update and maintain documentation in terms of Process and Procedures for site specific Call Centre/Help Desk operations.
• Ensure uninterrupted workflow process workflow continues without interruption.
• Provide technical guidance to Helpdesk Operators in resolving problems.
• Implement efficient and effective administrative performance and turn-around times.
• Responsible for the collation, distribution and control of sensitive information and reports to authorised persons only.

Skills and Competencies

• MS Office, Excel, Powerpoint
• Strong communication and interpersonal skills
• Planning and organising
• Time Management
• Conflict Management
• Leadership skills
• Customer Service skills
• Excellent people management skills
• Organisation skills
• Performance management
• Resource management skills
• Excellent communication skills both oral and written
• Knowledge of OHS Act
• ISO 9001 Quality Management and Risk Management Systems
• MS Office, Excel, Powerpoint
• Strong communication and interpersonal skills
• Planning and organising
• Time Management
• Conflict Management
• Leadership skills
• Customer Service skills
• Excellent people management skills
• Organisation skills
• Performance management
• Resource management skills
• Excellent communication skills both oral and written
• Knowledge of OHS Act
• ISO 9001 Quality Management and Risk Management Systems

Qualifications

• Matric
• Helpdesk / Call Centre or customers service experience a prerequisite.
• Minimum 3 - 5 years' experience in the following:
• Helpdesk operations and management
• Call Centre operations and management
• Hospitality industry experience
• Planning and organising
• Supervision and training of staff
• Conflict management
• Customer service
• Planning and attention to detail
• ISO 9001 Quality Management and Risk Management Systems

Skills Required