The Vacancy
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
Key Performance
Timeliness and accuracy of written and verbal reportsUtilisation and development of the Helpdesk TeamEffectiveness of communications within the HelpdeskEssential Knowledge
Working knowledge of the HelpdeskFamiliarity with the Asda ContractDesirable Knowledge
Familiarity with assessment and disciplinary proceduresEssential Skills
Ability to manage a team of Call Centre Operators and Team LeadersAbility to extract, collate and present performance data relevant to the businessAbility to motivate self and Helpdesk team in order to drive the businessDesirable Skills
PC Literate in Excel, Word, PowerpointPrevious experience of delivering presentations to ManagementDemonstrated Behaviours
Customer focusedAble to motivate self and othersFlexible approach to working hoursEffective communication skills both written and verbalTeam member skillsSpecialist Requirements
Confident liaising at Area and Divisional levelExperience in developing strong working relationships with Colleagues