Quality vendor help desk

4 weeks ago

Navi Mumbai, India JSW Full time
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

1. 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.2. Continuous Improvement: Drive initiatives to streamline help desk processes, reduce bottlenecks, and enhance overall efficiency. Identify opportunities for automation and technological enhancements.3. Vendor Communication: Ensure effective communication with vendors through various channels (email, phone, etc.). Establish standard operating procedures for consistent and professional interactions.4. 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.5. 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.6. Manage the daily operations of the Vendor Support Help Desk for calls and Emails.7. Develop and implement procedures to improve efficiency and vendor satisfaction.8. Train team members on best practices and customer service standards.9. Conduct regular team meetings to review performance and address issues.10. 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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