Customer Service Supervisor

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

· 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