Call centre supervisor

GTS has an exciting opportunity for an on-site Service Desk Supervisor.

This is a contractual role based in Hampton, Peterborough with a working week of 37.5-40 hours - Monday to Friday. As such, it is suited to umbrella contractors only.

The role will be an initial 3-month contract with a view to extend. In addition, there are potential permanent opportunities in the future.

Working as a Service Desk Supervisor, you will lead and provide a point of escalation to a team of service desk analysts. In addition to this, you will support the Team Leaders and supervisors so they may fulfil their responsibilities.

We are looking for people who have vast experience in dealing with people management.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Firstly, you will be responsible for ensuring the team correctly adhere to all processes and procedures as well as customer contractual agreements.
As a result, you will ensure the team meet or exceed SLAs, OLAs as well as KPIs. This will be achieved by close monitoring and managing team contribution and above all by coaching team members
Secondly, you will produce daily, weekly and monthly reports as well as Ad-hoc reports when required. These will include analysts' performance reports, together with feedback from one to ones. As a result, team leaders may effectively manage their team members.
Thirdly, you will conduct regular performance reviews with the team ad well as Ad-hoc catch-ups.
Crucially, you will develop and coach team members so they may improve their performance and maximise customer satisfaction.
To support this, you will develop and deliver a robust training plan for team members, so to help maximize their potential.
Lastly, you will empower team members by improving and enhancing their skills. As a result, this will help improve their confidence, knowledge, as well as communication skills.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:

Minimum of 1-2 years of people management experience.
This would include coaching & people development.
Knowledge and experience adhering to HR procedures.
For instance, matters such as welfare as well as managing conduct and capabilities.
A genuine passion for leading individuals, so as to deliver excellence achieved by continuous development and improvement.
Patient, tolerant and supportive.
Ability to work as part of a team.
A positive attitude thereby influencing those around you.
Self-motivated professional with a 'can-do' attitude.
Excellent communicator as well as a strong negotiator.
Excellent proven organisational skills which will include time management with the ability to prioritize.

If you are interested, have experience but have questions about this role, contact GTS.

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Global Technology Solutions is acting as an Employment Business in relation to this vacancy..