First Shift: 7am EST – 4pm EST (Monday-Friday On-site)
Job Description
GENERAL FUNCTION
The Helpdesk Supervisor reports to the Director of Service Delivery and oversees the day-to-day operations of the helpdesk. The Helpdesk Supervisor mentors a diverse team of helpdesk agents and ensures that all customer requests and issues are handled in a timely and professional manner within the guidelines of the company’s established policies and procedures. The Role requires constant attention to detail and includes managing and training helpdesk agents, monitoring performance metrics against established SLA’s, and resolving customer issues. Responsibilities also include evaluating the performance of helpdesk agents, training, building knowledge-based solutions, and working with internal & external business partners on IT system issues.
Duties/Responsibilities
Qualifications
EDUCATION
Experience
Skills
Additional Information
About Us
Momentum Financial Services Group, formerly Money Mart Financial Services is a leading provider of financial services in North America. For 40 years we’ve been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of over 700 locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals. We operate retail locations in local communities and cities across Canada under the Money Mart® brand and in Quebec as Insta Cheques® and in United States as Money Mart® and The Check Cashing Store®.
Our highly skilled workforce puts customers first in everything we do. We serve millions of people annually with diverse and innovative financial products and services. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.
We believe in giving back to the communities where we live and work. With the generous support of our customers and staff, we proudly contribute annually to charities and non-profit organizations, along with using our time and talent to serve in local communities throughout Canada and the United States. We are looking for aspiring, passionate people who are dedicated to understanding and providing our customers with the right financial solutions utilizing a growing menu of products and services. We embrace diversity and offer a fast-paced work environment.
All your information will be kept confidential according to EEO guidelines.
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