Job Title: Helpdesk Manager
Responsible To: CEO
Introduction
Ostara Systems is looking to recruit an experienced Helpdesk Manager to be based on a Facilities Management contract. The successful candidate will drive forward a customer centric Helpdesk service which undertakes call handling, scheduling and administration to support the customer’s operations for over 400 sites.
This is a hands-on role involving working closely with the client, improving customer relationships, ensuring all parts of the Helpdesk service are running smoothly to exceed the customer’s expectations.
Overview of Duties
* Develop strategies for the call centre by assessing needs, analysing costs and benefits, and planning for capacity.
* Evaluate new technologies and contribute to the company's overall strategic plans.
* Build and implement systems for customer interactions.
* Design user interfaces and oversee testing and implementation.
* Monitor and improve operations by tracking system performance and resolving issues.
* Manage quality assurance programs and install system upgrades.
* Lead and develop staff by recruiting, training, and coaching team members.
* Set expectations, monitor performance, and enforce company policies.
* Prepare performance reports by collecting and analysing data.
* Manage the call centre budget by estimating financial needs.
* Professional Development – Stay up to date on emerging trends and technologies in call centre operations.
Responsibilities
* Delivery of services in line with contract KPI’s/SLA’s.
* Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.
* Setting and meeting performance targets for efficiency and quality.
* Ensuring all relevant communications, records and data are updated and recorded.
* Development of client relationships to ensure retention of contract and future opportunities.
* Liaising with supervisors, managers, operatives and third parties to gather information and resolve issues.
* Maintaining up-to-date knowledge of industry developments and involvement in networks.
* Monitoring random calls to improve quality, minimise errors and track operative performance.
* Attendance at regular meetings with both management and client.
* Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
* Reviewing the performance of staff, identifying training needs and planning training sessions for a team with a variety of shift patterns.
* Recording statistics, user rates and the performance levels of the centre and preparing reports.
* Handling the most complex customer complaints or enquiries.
* Organising staffing, including shift patterns and the number of staff required to meet demand.
* Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
* Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
* Ensure that the system is kept up to date with the client's processes.
Skills
* Previous experience within a similar role.
* Previous experience within the same sector would be beneficial.
* Excellent communication skills.
* Strong customer focus and excellent telephone manner.
* Ability to work well in teams.
* Leadership skills and the ability to motivate and develop staff.
* Desire to help others work towards targets and develop their skills.
* Confidence and a good business sense.
* Ability to set, meet and exceed targets.
* Focused and self-motivated approach to work.
* Ability to manage change.
Please note this is an office based role.
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