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