Ops Call Center Supervisor | Jobs in Riyadh, Saudi Arabia by Teleperformance

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• Manage the IT Help Desk shift schedule and Agents on duty.

• Monitor the KPIs and recommends/implements any corrective and preventive actions to maintain KPIs within the agreed limits.

• Ensure that sufficient staff area available to support the work.

• Monitor the agents activities and performance providing coaching sessions.

• Attend requested meeting with the client

• Provide any requested reports to client

• Provide contractors personal attendance control.

• Handle Compilation of IT Help Desk activity reports.

• Take action on “Urgent” and/or “High priority” tickets, per the Trouble Ticket Management System.

• Generate daily shift workload and turnover notes.

• Communicate with Contractor Quality Assurance team to improve overall IT Help Desk operation performance.

Education:

• Holding Bachelor Degree in Computer Science or Management Information Systems, or related discipline.

Experience:

• Overall 3 years experience in IT Help Desk Industry, of which at least 2 years were specialized as Help Desk Shift Leader or higher.

We connect the biggest and most respected brands on the planet with their customers.

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction.

We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards.



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