CV-Library
Job Title: Helpdesk Supervsior
Location: Glasgow, Head Office
Contract Type: Permanent
Working Hours: 37.5 Hours Per Week
Salary: Total package £30,900, 33 Days Holiday, Private Pension & Benefits – Including Private Health Care, Life Insurance, Employee Discounts
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.
Key Responsibilities:
* 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)
* Management information reports for Field and Customer City & senior management teams.
Qualifications / Experience:
Essential:
* Working knowledge of the Helpdesk
*
Ability to manage a team of Call Centre Operators and Team Leaders
*
Ability to extract, collate and present performance data relevant to the business
Desirable but not essential:
* Familiarity with the Asda Contract
* Familiarity with assessment and disciplinary procedures
The ideal candidate:
*
Able to motivate self and others
*
Flexible approach to working hours
*
Effective communication skills both written and verbal
*
Team member skills
To apply for this job please visit www.cv-library.co.uk.