Helpdesk Supervisor - Glasgow

To effectively manage Helpdesk Team Leaders & support them in management of teams & KPI’s To deliver management information in a timely & effective way Quality & Planning, Helpdesk resources/recruitment, to ensure consistency of delivery & service To deputise & support for Contact Centre Manager Liaise with City & Asda Senior Management to ensure adherence to Process and Policy Configurations to provide Access for Mercury & Epoch for all City Employees, including field, * Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues

• Carry out disciplinary, investigation and conduct meetings
• Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7)
• Support & coach Team Leaders
• Carry our Team Leader monthly 1-1’s and assess their 121 meetings with their teams
• Yearly Appraisals for Team Leaders
• Colleague performance management, Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings
• Management information reports for Field and Customer City & senior management teams
• 24 hours a day OOH cover across all shifts via a 1 week in 2 on-call rota High level of responsibility during the rota
• Ensure colleagues are accessing Evolve on a regular basis to receive updates
• Recruitment of new colleague’s process from - Advertising position, Reviewing CV’s Selection of candidates, Arranging of 1-1 interviews Once selection is made liaise with Helpdesk trainer and arrange inductions
• Planning Resources for Severe Weather
• Collate Monthly Overtime for HD
• Succession Planning, Fit for Growth
• KPI’s/KRA’s: 18 seconds to answer / 30 mins to pass / 95% Performance House score
• Champion customer service, motivate teams to encourage positive attitude
• Support team by logging jobs and incidents
• Strong knowledge of Right To Work and GDPR guidelines
• Main point of enquiry / contact for City FM
• Represent Helpdesk at internal and field meetings
• Process management: creation and updating, ensuring all colleagues understand and are following changes
• Support / Deputise for Contact Centre Manager
• To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team
• To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues
• To visibly demonstrate enthusiasm and positive behaviour
• Comply with any other reasonable request or instruction from other Department/CFM Line Manager
• Recruit+ Portal - Liaising with Recruiting Agencies
• FTE Management
• Flexible Working Requests

• High degree of flexibility with regards to working hours

KEY PERFORMANCE INDICATORS

• Timeliness and accuracy of written and verbal reports
• Utilisation and development of the Helpdesk Team
• Effectiveness of communications within the Helpdesk

ESSENTIAL KNOWLEDGE

• Working knowledge of the Helpdesk
• Familiarity with the Asda Contract

DESIRABLE KNOWLEDGE

• Familiarity with assessment and disciplinary procedures

ESSENTIAL SKILLS

• Ability to manage a team of Call Centre Operators and Team Leaders
• Ability to extract, collate and present performance data relevant to the business
• Ability to motivate self and Helpdesk team in order to drive the business

DESIRABLE SKILLS

• PC Literate in Excel, Word, Powerpoint
• Previous experience of delivering presentations to Management

DEMONSTRATED BEHAVIOURS

• Customer focused
• Able to motivate self and others
• Flexible approach to working hours
• Effective communication skills both written and verbal
• Team member skills

SPECIALIST REQUIREMENTS

• Confident liaising at Area and Divisional level
• Experience in developing strong working relationships with Colleagues