The Service Desk Supervisor will aid in the review of service-level objectives for the Service desk and ensure they are met or exceeded with consistency. The Service Desk Supervisor will ensure that the Vendor is customer-focused, able to increase satisfaction, deepen relationships, and effectively manage expectations for a variety of customers. They will track and report on trends around escalations, SLA breaches, customer satisfaction scores, and how DSATs are handled. They will collaborate with the vendor daily to assist. They will report findings to the Service Desk Supervisor and will collaborate with the leadership team for direction. They will be responsible for ensuring the vendor supervisors are on track and have everything they need to succeed.
RESPONSIBILITIES
Drive KPIs which include but are not limited to (Agent Utilization, Dsat, Csat, Survey response rate, Monthly Service Desk resolution, monthly call abandoned rate, Monthly speed to answer, MTTR, FCR, Call handling time)
Validate metrics provided to the Service Desk Management Team
Communicate progress to the Service Desk Leadership Team in daily team huddles.
Assist in resolving the root cause of escalations and focus on recurrence prevention
Collaborate with Quality Supervisor to ensure call/incident quality is on target
Continuous monitoring of vendor-provided dashboards
Participate in and deliver vendor governance routines
Track and analyze trends in all support services for incidents and problems working with appropriate departments to bring about change in processes and procedures for support improvement
EDUCATION AND EXPERIENCE QUALIFICATIONS
4-year degree or related field experience
A minimum of 5 years experience in a medium to large-sized enterprise environment
Experience in managing Service Desk metrics, incident management tools, SLAs, KPIs, PIs, and governance routines.
Requires 3 years of managing staff with proven leadership ability, preferably in a Service Desk/ POS environment
Evaluated day-to-day operations and implemented new procedures and policies
Demonstrates strong diagnostic and analytical skills as well as a working knowledge of current POS technologies
REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES
Excellent communication and hospitality skills required
Must possess and maintain good interpersonal relationships in a team atmosphere
Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
Must display working knowledge of KCS Principles
Extremely high level of attention to detail
Incident management software experience
Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action
Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.
We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.