Helpdesk Supervisor

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

Essential Knowledge

Desirable Knowledge

Essential Skills

Desirable Skills

Demonstrated Behaviours

Specialist Requirements