Work Set-Up: McKinley Hill, Taguig | Hybrid Set-Up | Graveyard Shift
Primary Duties and Responsibilities:
- Plan and organize training activities to meet client deadlines for product and application support launch, conduct assessment to ensure agents are trained enough
- Conduct data analysis from training, quality and operations trending to create action items to improve user/customer experience
- Create training materials for agent usage from knowledge articles, Applications
- Manage quality auditors to focus on agent performance improvement and create visibility on areas of opportunities to improve overall user/customer experience
- Create reports for visibility in training, quality and CSAT performance
- Create video/media materials for agent and user consumption for self-help and training
- Analyze DSATs and share inputs to stakeholders to improve user experience
- Participate in DSAT and Quality calibration sessions
- Ensure the Service Desk agents adhere to predefined quality assurance standards and the business's standard operating procedures
- Provide performance expectations, action plans and development plans to improve quality
- Provide timely reports on a daily, monthly, month to date, and year to date for Training and Quality
- Listen to call recordings requested by the client and provide insights to management which will maximize customer satisfaction
Required Qualifications/Skills:
- ITIL Certified or 5 years working experience as an Agent Experience Lead or Service Desk Lead
- Knowledge about KPI & CSL related to IT Helpdesk.
- Work experience in Reporting Tools ServiceNow
- Advanced Excel Skills, work experience in Word, PowerPoint & MS-Visio
- Strong analytical skills
- Proven track record of working collaboratively to improve the customer's experience
- Strong communication, presentation, and relationship management skills
- Ability to Create training materials, assessment, video/media materials
- Positive team player attitude with excellent verbal and written communication skills
- High degree of organizational skills
