Job Title: Helpdesk Supervsior

Location: Glasgow, Head Office

Contract Type: Permanent

Working Hours: 37.5 Hours Per Week

Salary: Total package £30,900, 33 Days Holiday, Private Pension & Benefits - Including Private Health Care, Life Insurance, Employee Discounts

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.

Key Responsibilities:

* 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)

* Management information reports for Field and Customer City & senior management teams.

Qualifications / Experience:

Essential:

* Working knowledge of the Helpdesk

*

Ability to manage a team of Call Centre Operators and Team Leaders

*

Ability to extract, collate and present performance data relevant to the business

Desirable but not essential:

* Familiarity with the Asda Contract

* Familiarity with assessment and disciplinary procedures

The ideal candidate:

*

Able to motivate self and others

*

Flexible approach to working hours

*

Effective communication skills both written and verbal

*

Team member skills