Quality vendor help desk
2 weeks ago
To ensure effective management and smooth operations of the Vendor Support Help Desk, providing high-quality service
to vendors while driving process improvements and maintaining compliance with company standards.
Key Result Areas
- Operational Excellence: Lead the Vendor Support Help Desk team to ensure efficient response to vendor inquiries and resolve issues in a timely manner. Implement best practices to improve response times and User Experience.
- Continuous Improvement: Drive initiatives to streamline help desk processes, reduce bottlenecks, and enhance overall efficiency. Identify opportunities for automation and technological enhancements.
- Vendor Communication: Ensure effective communication with vendors through various channels (email, phone, etc.). Establish standard operating procedures for consistent and professional interactions.
- Quality Assurance and Compliance: Ensure that help desk operations comply with company policies and industry regulations. Conduct regular quality assessments and implement corrective actions when necessary.
- Training and Development: Provide ongoing training and development opportunities for the help desk team to enhance their skills and knowledge. Foster a supportive and collaborative work environment.
- Manage the daily operations of the Vendor Support Help Desk for calls and Emails.
- Develop and implement procedures to improve efficiency and vendor satisfaction.
- Train team members on best practices and customer service standards.
- Conduct regular team meetings to review performance and address issues.
- Coordinate with other departments to ensure seamless vendor support.
Critical Tasks
- Oversee daily operations of the Vendor Support Help Desk team.
- Implement and refine process to improve vendor support services.
- Resolve escalated issues and ensure vendor satisfaction.
- Analyze help desk data to identify trends and areas for improvement.
- Coordinate with internal departments to resolve Dependency & complex vendor issues.
Educational Background and Work Experience
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 8 years of experience in customer service or vendor support roles, with at least 3 years in a leadership position.
- Experience with help desk software is preferred
- Excellent communication skill
- Flexibility to work with teams at different locations
- Proficiency in Microsoft Excel and PowerPoint
- Experience in shared services or a similar environment is an advantage
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