Manager - Help Desk

What You’ll Do

We at Eaton are scaling from customer satisfaction to customer delight through our own expert services operations team & a huge network of trusted Authorised Service Partners(ASPs) spread all across India. Along with service operations team, our 24/7 Service Helpdesk play a pivotal role in our goal to achieve customer delight.

The Manager - Help Desk role is crucial for driving service excellence, continuous improvement, customer satisfaction, and operational innovation.He/She would be overseeing the daily operations of the Help Desk, ensuring efficient and high-quality support services. This role involves managing a team, coordinating with other departments, and maintaining service standards to meet organizational goals.

The Responsibilities Include

• Driving day-to-day helpdesk operations, leading a team of customer care agents, ensuring on-call availability.
• Propose AI-based solutions using advanced Salesforce functionalities like chatbots, case routing, and knowledge base optimization to reduce customer wait times, increase call handling capacity, identify and resolve bottlenecks in approvals, and enhance overall team efficiency.
• Ensuring seamless coordination with the Field Services team and other cross-functional departments such as Supply Chain, Logistics, and Factory Operations.
• Prepare and manage shift schedules, work allocation, handovers, and inter-department coordination.
• Ensure prompt logging and response to inbound calls, PM, and breakdown calls in accordance with SLAs.
• Manage escalations and track customer feedback to ensure high service quality.
• Generate comprehensive daily, weekly, and monthly reports.
• Prepare case studies, maintain test reports of agents, and manage training programs and agent agreements.
• Conduct daily boot training sessions and regularly update training materials.
• Expand helpdesk capabilities to handle first-level critical calls.
  
  
  

Other Responsibilities

• Collaborate with the SAP team to ensure quality standards in the APAC region.
• Manage Salesforce, Minimal Viable Products (MVP), app launches, and enhancements.
• Troubleshoot Salesforce issues and address concerns promptly.
• Handle reporting requests from various teams efficiently.
• Resolve technical issues and manage system enhancements.
• Participate in meetings with global teams to align on objectives and strategies.
• Manage PRM - Community Cloud and Complaint Management System.
• Serve as the BPO Single Point of Contact (SPOC) for India.
  
  
  

Qualifications

• Bachelors degree in any specialisation
• Experience: Minimum of 12-15 years of total work experience, including 3-4 years in a Team Leader or Manager position.
  
  
  

Skills

• Team Management: Proven experience managing a team of 8-15 direct reports.
• Language Skills: Proficient in English, both written and verbal.
• People Management: Demonstrated expertise in managing and developing team members.
• Project Management: Preferable experience in project management, showcasing the ability to oversee and coordinate projects effectively.
• Communication: Strong leadership, communication, and organizational abilities.
• Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
• Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset.
  
  
  

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