Helpdesk Team Leader (Regional)

In charge regional (16 countries) service desk,

responsible for the SLA, processes, operational daily issues, attending meeting with the regional Service delivery manager, managing onsite, transition period within the countries, meeting the customer and weekly & monthly reports

Job Description:

in-charge number of 24 agents at the service desk (16 countries)
Responsible for daily Service Level agreement by country basis
Liaise with relevant personnel to provide updated process and procedure to the service desk
In charge of usage training of CRM, Soft Skills, 1st Level troubleshooting, escalation process & implementation of new process and procedure
Make sure that the team adhere to the correct process and procedure
Attended weekly conference call meeting with customers, Project Managers & Service Delivery Managers
Conduct daily checks on team managed cases, making sure that it will be properly followed up and SLA is meet up on the daily open tickets
Generating of monthly & weekly reports to customers such as SLA Outstanding Cases etc
New recruitment of new agents & agents review on yearly basis