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