Customer Service Supervisor
Salary £31,518.00
Location Glasgow Head Office
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
Key Performance
· Timeliness and accuracy of written and verbal reports
· Utilisation and development of the Helpdesk Team
· Effectiveness of communications within the Helpdesk
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
· PC Literate in Excel, Word, Powerpoint