1. Plan and review shift staffing to ensure the right level of experience, skill and resource is in place to meet customer needs each day.
2. Address SLA areas of concern while evaluating IT service requests approaching or exceeding their SLAs an adjust staff priorities accordingly.
3. Assign staff for in-flight work ensuring any requests in progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving their shift.
4. Review operational metrics and note and act upon areas for attention.
5. Follow up on customer-satisfaction issues and user-feedback responses.
6. Monitor incoming service-desk tickets to understand broad trends and identify dependencies that individual agents can t see when working on an individual ticket.
7. Act as the escalation point for any incidents, service requests, or issues.
8. Review ongoing major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.
9. Build a high-performance culture focused on achieving service excellence in line with our Customer Operations vision.
10. Ensure that standards of service are met, and business strategy is implemented to deliver against the metrics (including KPIs such as devices which have failed to update, signage screen outages).
11. Drive down customer complaints and repeat contacts through effective processes and understanding of client businesses.
12. Ensure any customer complaints received are owned by the first point of contact, resolved quickly and to the satisfaction of customers and within KPI targets. Feed insights of drivers and causes of complaints within the wider team.
13. Develop and maintain a strong understanding of Freespace products and solutions and instil this knowledge across the team.
14. Provide strong leadership and direction to the team.
15. Mentor and coach employees in the areas of customer-service and technical skills.
16. Recruit, induct, lead and develop team members, setting clear objectives and targets to high performing team that consistently delivers an excellent customer experience with every interaction
17. Manage team level attrition and absence rates to ensure these operate within Company policies, whilst providing 1-1 support for staff
18. Ensure the team understands and adheres to the company and department standards, policies and procedures
19. Own and maintain the Service desk management tool, metric reports, dashboards and automations to improve team efficiency and effectivity on the tool.
20. Coordinate and drive engagement with product owners in the organisation to facilitate bugs, RCA s and incident resolution for client reported issues.
