| Manager, Help Desk Operations | |
| Information Technology | |
| YUM! Brands, Louisville, KY | |
| Louisville | |
| KY | |
| Pizza Hut is committed to breakthrough innovation and the success of our employees. From our world class operations to our passionate customer mania philosophy and an incredible franchise system, this is one great place to work! So come see what it's like to be with a global leader in the restaurant industry. You'll find a fun, fast paced and supportive culture, where all of our success comes from our belief in people, and investing in you is our top priority! | |
| This position will oversee and manage the performance of Level 1, Level 2, and Level 3 services and support to the Pizza Hut corporate and franchise restaurants. This role is responsible for developing, leading and motivating the Help Desk team to change the trajectory of performance to a higher level and ensuring that the Help Desk has people capability which will establish sustainability, growth and achievement. KEY RESPONSIBILITIES: ? Oversee an organization of 40+ associates, including 2-6 direct reports ? Manage the processing of incoming calls to the Help Desk via multiple channels including but not limited to telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues ? Design and enforce request handling and escalation policies and procedures ? Develop and maintain formal procedures for consistency and increased productivity ? Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships ? Build a high performance help desk team through innovative hiring and training techniques ? Implement innovative staffing and scheduling models for guaranteed coverage with maximum efficiency ? Grow the help desk team through effective people development and coaching ? Develop a customer care philosophy that ensures customer satisfaction ? Analyze help desk performance through various statistical and reporting methods ? Get management buy-in for improving the help desk by demonstrating greater return on investment ? Market the image of the help desk as a support group that advances the IT vision and strategy | |
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EXPERIENCE: PERSONAL ATTRIBUTES: |
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YumManager, Help Desk Operations Job |
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Job Information
Posted: |
Monday, January 28, 2013 |
Modified: |
Monday, February 11, 2013 |
Division: |
Information Technology |
Location: |
Louisville Kentucky US |
Job ID: |
10941BR (Yum Job ID) |
HireDiversity Job ID: |
3573171 |
Job Text
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