Job Duties & Responsibilities:
• Monitor team to ensure adherence to service level standards and company/department policies and procedures.
• Measure agents’ performance with KPIs
• Keep track of employee attendance, and make sure work procedures are complied with organization policy.
• Assist in hiring and onboarding new employees.
• Prepare weekly and monthly performance reports.
• Remain available at all times for agents’ questions and concerns.
• Handle calls from customers who wish to speak to a supervisor for whatever reason.
• Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
• Review all call reports.
• Maintain agent’s attendance records.
• Meet with HOD to report the progress and current issues
• Provide helpful feedback and positive communication to motivate all the agents.
• Run regular meetings with all the agents
• Keep up with industry news.
• Communicate any company policy and procedure changes to the agents.
• Ensure adherence to the company’s policies and procedures
• Keep senior management informed about recurring issues or problems
• Good understanding of new technologies, product and implementing processes into the company
• Troubleshoot application issues working with various technology partners and vendors.
• Report, open & close incident of the incidents occurring.
• Make proper documentation of all the occurring incidents.
• Stand as a mediator and central source of information flow of problems of customer and network
• Manage and maintain the monitoring tools for its smooth operation
• Make decisions quickly, often with limited information
• Ensure ongoing training for support agents; advise support agents on career planning; maintain and analyze training records
• Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
• Determine root cause of issues and communicate appropriately to internal and external customers
Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Experience as a supervisor in ISP or any area of IT.
Contract of Employment: Evening 2 pm-10pm
Job Location: Jawalakhel,lalitpur
Skills and Knowledge:
• Proven experience of network support and team management.
• Able to build effective working relationships with a variety of people at all levels
• Conflict resolution skills
• Tactful and diplomatic
• Must promote a collaborative environment within and across support teams.
• Customer focused
• Must be effective with oral and written communication and be able to present technical concepts in an informative way to staff.
• Active Communicator
• Enthusiastic and Problem Solver
• Ability to work as part of a team to achieve individual and team results
