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Helpdesk Supervisor

Helpdesk Supervisor

City Facilities ManagementGlasgow, UK
12 days ago
Job type
  • Full-time
Job description

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 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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