Helpdesk Support Coordinator

**Starting Date**:ASAP

**Contract type**: Full-time and open-ended

**Salary**: 21,30,543 INR, commensurate with relevant experience and skills

**Location**: New Delhi, India

**About the Job**

Better Cotton is in an exciting stage of growth and development carrying out major changes to its standard system model, notably transitioning to a certification model. This requires change management with the Better Cotton supply chain, a supply chain of many thousands of têxtile companies in around 80 countries. The Helpdesk Coordinator will report to the Global Training and Change Manager and manage a Helpdesk of some 7-8 Helpdesk Assistants. He/She will play a leading role in improving our current Helpdesk Services, expanding the scope of the queries covered, managing the performance of the Helpdesk and ensuring customer insights feed into our IT systems development and process efficiencies.

The Helpdesk Coordinator will support overarching goals as part of the Global Demand and Engagement Team at Better Cotton by providing sufficient support to our Members and Better Cotton Platform users by ensuring the hiring, training, and motivation of our Helpdesk Assistants.

The goal is to do everything possible to attain goals and achieve great results for our organisation and a smooth experience for Better Cotton Members and Better Cotton Platform Users. This role offers excellent opportunities for personal and professional development, together with a competitive benefits package, working in a global mission-driven organisation. The role is based in our Delhi Offices.

**The Challenge**

Looking ahead to 2030, we are targeting reducing GHG emissions from cotton production by half, big cuts in synthetic pesticide use, improve soil health across our network, improve farm income and support women’s empowerment among farmers and farm workers.

**Areas that play to your strengths**

Our Helpdesk Coordinator will have a variety of duties, but they typically develop objectives that reflect the needs of their Members and BCP users in order to motivate their team to meet and exceed the organisation’s support service goals. He/She do this through conducting effective resource planning and analysing key metrics of success, as well as ensuring insights leading to improvements and reduction of queries are communicated to be queued by different team to address overall user
- friendliness and comprehension of our systems. The specific responsibilities of the Helpdesk Coordinator are:
1.Managing the Helpdesk
- Developing objectives for the Helpdesk’s day-to-day activities
- Conducting effective resource planning to maximise the productivity of resources (people, technology, etc.)
- Managing escalation within the concerned teams to meet SLAs
- Managing knowledge, that is, maintaining an updated knowledge bank with FAQs to facilitate the working of Helpdesk and keeping customers satisfied
- Monitoring and improving Helpdesk standard operating procedures and leading service improvement activities
- Coordinating the set-up of Helpdesk resources in new countries to meet local language requirements
- Staying abreast of service desk technology and making recommendations for new tools
- Owning a continuous improvement plan
- Budgeting and tracking Helpdesk expenses

2.Managing Performance
- Collecting and analysing Helpdesk statistics (customer service metrics, types of queries, resolution times, etc.)
- Meeting with internal stakeholders in the Demand and Engagement Team, Certification and IT Teams to ensure potential improvements are in the planning for adoption

3.Managing Helpdesk Assistants
- Line-managing a team of Helpdesk Assistants, maintaining a strong team spirit and high level of motivation
- Hiring, coaching and establishing training needs for Helpdesk Assistants to maintain a high level of professional and customer service standards
- Evaluating the team performance with key metrics (accuracy, call-waiting time etc.) Helpdesk Reporting
- Preparing reports for different departments or upper management

The Helpdesk Coordinator work on additional assignments and projects as agreed with the line manager.

**We are looking for someone who has**

the following skills, knowledge, and experience:
Skills, Knowledge and Experience

Essential
- A graduate degree in a relevant discipline
- At least 5 years' experience as a helpdesk and/or call centre coordinator or similar position
- Experience in customer service
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and technically competent with helpdesk and/or call centre equipment/software programs
- Outstanding communication and interpersonal skills, with excellent verbal and written English
- Excellent organisational and leadership skills with a problem-solving ability
- Positive, diplomatic and adept a