Tech Officer: Call Desk Team Leader

Business unit, Department, Reporting

Business Unit:  CPS

Department:  Field Service

Reports to: Manager: Service Centre (M/S5) 

Core Description

The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people 

Key Deliverables / Primary Functions

• Management of the following, ensuring calls are assigned timeously, actioned within SLA agreements: 
  • Responding to incidents and resolving them using remote dial in / assistance functionality;  
  • Following up and monitoring incidents;  
  • Following up on escalations, ensuring necessary feedback is supplied;  
  • Providing support to all clients calling on a 1st level diagnosing and resolution of incidents.  
• Raising and closing quotes, as well raising and debriefing Lexmark claims.  
• Keeping records relating to queries and problem calls and distributing these on a weekly / daily basis. 
• Ensure follow up calls on all closed calls on a daily basis and generate report of such. 
• Identify clients who need further training. 
• Assist with the Overtime and Weekend scheduling for reporting staff

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

Minimum 2-years’ Call Centre experience, preferably within the retail environment, and preferably in a senior position 

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements