Freshdesk - Team Leader/Communications Manager

- Manage the daily operations of the Collections Communications Team
- Oversee customer communications across Email, SMS and Voice
- Manage Freshdesk queues, tickets and agent workloads
- Monitor response times, SLAs and outstanding tickets
- Monitor agent productivity, quality and collections results
- Coach and manage agents against agreed KPIs
- Configure and maintain Freshdesk workflows, automations and routing rules
- Manage groups, queues, permissions and escalation rules
- Maintain Freshdesk dashboards and performance reports
- Review ticket quality and customer responses
- Handle escalated and complex customer concerns
- Identify workflow, process and system issues
- Improve how Freshdesk is used across the team
- Coordinate with Operations and IT on technical issues and integrations
- Help convert customer communications into payment arrangements and payments

- Minimum 2 to 3 years of hands-on Freshdesk experience
- Minimum 1 year of experience as a Team Leader, Supervisor or Manager
- Strong knowledge of Freshdesk administration
- Experience managing Email, SMS and Voice customer communications
- Experience managing teams against KPIs, SLAs and productivity targets
- Strong people management and coaching skills
- Comfortable working with reports, dashboards and operational data
- Able to troubleshoot Freshdesk issues and make system changes when required

Freshdesk Knowledge Required

- You should have hands-on experience with:
- Workflows and automations
- Ticket routing and assignment rules
- Groups and queues
- Roles and permissions
- SLA configuration
- Escalation rules
- Reports and dashboards
- Ticket categories and tagging
- Agent productivity reporting
- Email configuration
- Voice or telephony integrations
- Basic Freshdesk troubleshooting