Title:
Contact Centre Manager
The role of the Helpdesk Manager (HM) is to manage all elements of the 24/7/365 Operational Helpdesk. They will be responsible for making sure they have an excellent understanding of the Client, its vision and the critical service they deliver to the Public. Overall responsibility of the Helpdesk operations within the National Service Hub, Swindon office and any remote (working from home) team.
They will be required to take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership. They will be the main point of escalation for the Assistant Helpdesk Manager leading from the front and by example. Building a collaborative relationship with all key stakeholders and peers within the business.
As a key contact for members of the Client the Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers. Reporting on performance, continuous improvement initiatives and innovation.