Urgent Hiring! service desk team leader | salary up to 60k | hmoAllied Fusion Services, Inc.

ALLIED FUSION SERVICES, INC.
 
Is urgently looking for:
 
SERVICE DESK TEAM LEADER
 
SALARY UPTO 60K
 
Enjoy the following benefits:
HMO Coverage
Life Insurance Benefits
Service Incentive Leave Program
Free Coffee and Hot Chocolate
Job Description:
Oversee the day-to-day operations of the Service Desk.
Oversee and manage the overall delivery of efficient service to customers.
Conduct workload forecasting, designing process flows and performing work force scheduling.
Ensure call center systems function efficiently and continuously work with relevant parties to implement systems enhancement and upgrading, all in line with corporate strategy.
Lead, supervise and manage a team of customer service officers, ensuring all technical queries from various sources are fulfilled within performance and service targets.
Timely and effective administration of performance evaluations, development and coaching activity for all team members.
Ensure adequate staff are recruited, trained, rewarded and retained for reaching the agreed individual and departmental goals and objectives.
Proactively identifying root causes and eliminating defects in relation to customer service.
Deal with complex and difficult cases and exercise discretion with customer complaints via telephone and correspondences.
Follow, refine, or update various operating procedures and workflows for better efficiency and productivity as required to improve delivery of services.
Ensure high accuracy level to meet the QA targets and ensure the service level is maintained and exceeded its requirement.
Perform other duties as assigned by the Operation Manager.
Qualifications:
Fluent in English business communication and writing
At least two years in a Service Desk or Technical Support Environment
Two-Three years supervisory experience for an IT Helpdesk, Service Desk or Technical Support Team
A graduate of Computer Science, Computer Engineering or any related course
Preferable with Customer Servicing experience
Willing to work on shifts