JOB PURPOSE
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.
MAIN DUTIES
* 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 out 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
SPECIAL FEATURES
* 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
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