Service Desk Shift leader

The business
- Shifts planning
- Agents performance checking (tickets, processes, calls)
- Bulletins check (If they are being sent in time and without mistakes)
- Shift organization and coordination – work instructions during the day
- Assistance with complicated issues – finding the best way for the solution, allocating resources during emergency cases
- Participation on daily calls with customer to check the current situation on SD, issues, requests
- Sending instruction of any process changes based on agreement with customer on calls, meetings
- Coordinate customer visits (mainly for ticketing system testing and process discussions)
- Reporting – assistance to customer– manual ticket check, SLA checking, call reports
- Taking care of the newcomers – welcoming, arranging accesses to systems, applications, training
- Regular agent performance reports to BT SD Leader and customer
- Deputy to BT SD Leader

Your team:
• Bring your skills and personality to participate in an international, dynamic team focused on availability and quality of service
• Responsible to work closely with the recovery manager to operate the live services and avoid any disruption.
• Actively apply feedback received on day-to-day work and strive to improve performance

The role:

As a shift leader you will responsible to lead all the day to day activities that take place during the shift (morning from 6 am till 2 pm or afternoon 2 pm till 22 pm), this includes supervising the team and oversee that work is done within the SLAs. On top of supervising the team, the shift leader is expected to ensure shift plan creation, the quality of calls, tickets and emails and assure individual team member development. The shift leader actively participates on process improvement, liaising with internal teams and participating on customer meetings, when required.

Telecommunications

The business area:

The British Telecom Service Desk team is responsible to operate and look after its biggest and most valuable customers around the world. BT SD supports fixed voice and data services around the world including complex WAN and Data Center connections.