Act as second in command to our Global Helpdesk Manager
Supervise and monitor the performance of a team of Panel Helpdesk Associates
Organize and motivate team members in their day-to-day work, aiming to maximize first-touch resolution and create an environment where the team can excel through encouragement and empowerment
Support manager in generating reports on data around ticket volume and resolution time
Understand, analyze and identify trends in respondent inquiries or behavior to optimize processes
Handle internal and external escalations
Intake, triage, investigate, and respond to inquiries directed to Sago s respondent help desk, maintaining our company s reputation for high-quality service
Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible
Work with internal teams to troubleshoot issues that impact respondent experiences
Ensure a high level of quality produced by the team by monitoring interactions and feedback
Develop and implement training for onboarding
Develop and implement training to enhance team efficiency (refreshers and continuous improvement
Learn and stay up-to-date on Sago s technologies and procedures
Minimum 3 years experience in a customer support management or help desk manager role
Experience in providing front line customer support
Strong English communication skills - written and spoken
