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 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
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