Senior Helpdesk Executive

As a Team Leader (TL), you will oversee daily operations within a helpdesk or customer service team. Your primary responsibility is ensuring fair workload distribution, supporting team members, managing schedules, and maintaining performance standards. You will monitor queues, ensure adherence to schedules, provide guidance on quality assurance, and drive process improvements. Additionally, you ll analyse performance metrics, conduct audits, and foster a continuous learning environment to help your team develop and succeed.

• Queue & Workload Management: Actively monitor task queues to ensure tasks are fairly allocated, adjusting assignments based on workload and priorities.
• Team Guidance: Provide support and guidance to team members, addressing any challenges and helping them meet their targets.
• Quality & Performance Monitoring: Conduct ticket audits, quality reviews, and deep dives on tickets that received NRR to ensure high-quality standards.
• Daily Operations: Lead daily stand-up calls, reviewing team progress, addressing issues, and ensuring everyone is aligned with their goals.
• Attendance & Performance Tracking: Monitor attendance and individual/team performance, ensuring that any issues are addressed promptly.
• Process Improvement & Training: Identify opportunities for process improvements, conduct training sessions for the team, and provide feedback to drive continuous development.
• Reporting & Communication: Prepare and present regular performance reports to management, ensuring transparency and clear communication about team performance and areas for improvement.

• Leadership Skills: Proven ability to lead, guide, and motivate a team, ensuring they meet performance targets.

• Communication Skills: Excellent written and verbal communication skills to interact with team members and management.
• Problem-Solving: Strong analytical and problem-solving abilities to address performance and operational issues.
• Schedule & Performance Management: Ability to effectively manage team schedules, monitor attendance, and track performance metrics.
• Multitasking: Ability to manage multiple priorities and make quick decisions in a fast-paced environment.
• Team Development: Experience in identifying training needs, providing feedback, and supporting professional development for team members.
• Analytical Skills: Ability to analyse performance data, conduct audits, and derive actionable insights for process improvement.
• Qualifications: Graduate or equivalent experience in a relevant field, with experience in customer service or helpdesk operations.