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Main Responsibilities
* Manage attendance, including welfare visits and return-to-work interviews for Helpdesk colleagues.
* Conduct disciplinary, investigation, and conduct meetings.
* Oversee holiday requests and planned absences to ensure adequate helpdesk coverage across all shifts (24/7).
* Support and coach Team Leaders.
* Conduct monthly 1-1s with Team Leaders and assess their meetings with teams.
* Manage yearly appraisals for Team Leaders.
* Support colleague performance management, including performance improvement plans, disciplinary actions, and investigations.
* Generate management information reports for Field and Customer City & senior management teams.
* Provide 24-hour out-of-hours (OOH) cover via a 1-week in 2 on-call rota, with high responsibility during shifts.
* Ensure colleagues regularly access Evolve for updates.
* Manage recruitment process: advertising, reviewing CVs, interviewing, and liaising with trainers for inductions.
* Plan resources for severe weather conditions.
* Collate monthly overtime data for Helpdesk.
* Implement succession planning and support business growth.
* Monitor KPIs/KRAs: 18 seconds to answer, 30 minutes to pass, 95% Performance House score.
* Champion customer service and motivate teams to maintain a positive attitude.
* Support teams by logging jobs and incidents.
* Ensure compliance with Right To Work and GDPR guidelines.
* Serve as the main contact for City FM.
* Represent Helpdesk at meetings and manage process updates, ensuring understanding and adherence.
* Support and deputise for the Contact Centre Manager.
* Communicate confidently and foster cooperation with customers and colleagues.
* Consider the impact of actions on team members and foster team pride.
* Represent the company professionally and build strong relationships with City and Asda colleagues.
* Demonstrate enthusiasm and positive behavior.
* Follow any other reasonable instructions from management.
* Liaise with recruiting agencies via the Recruit+ Portal.
Key Performance Indicators
* Timeliness and accuracy of reports.
* Utilization and development of the Helpdesk team.
* Effective communication within the Helpdesk.
* Knowledge of Helpdesk operations and the Asda contract.
* Experience in assessment and disciplinary procedures.
* Ability to manage a team of call center operators and team leaders.
* Ability to analyze and present performance data.
* Motivate self and team to drive business success.
* Proficiency in Excel, Word, PowerPoint.
* Experience delivering management presentations.
Demonstrated Behaviors
* Ability to motivate self and others.
* Flexibility in working hours.
* Effective written and verbal communication skills.
Specialist Requirements
* Confident liaising at Area and Divisional levels.
* Experience in developing strong colleague relationships.
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