Title:

Helpdesk Manager

Location:

North Yorkshire

Salary:

GBP 20,000 to GBP 25,000 per year

Description:

Our client is seeking to appoint a Helpdesk Manager within a busy call centre environment. The Helpdesk team exists to provide an essential single point of contact for the prompt resolution of property related work requests and queries. Managing a combined total of over 1 million transactions per annum, the Helpdesk Manager will ensure the smooth and efficient operation of the desk under their immediate control and assist other managers to provide an exemplary level of service. Assisting with the design and implementation of strategy, to provide a process of continuous service improvement. Duties and Responsibilities include: To manage the day to day operation of your local helpdesk, ensuring the continuing achievement of SLA targets. To work co-operatively across multiple helpdesks and commissions in support of our customers and in line with the aims of the client. To effectively manage call flows, resources, reporting systems and processes, ensuring documentation and procedures are kept up to date. To provide support and mentoring for junior staff, guiding and developing Team Leaders and Lead Operators in their careers. To ensure all staff have the necessary training and support to enable them to fulfil their roles in a timely and efficient manner. To operate as an integral member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action. You will support senior management in developing and implementing strategy appropriate to the needs of our customers and staff, always ensuring that the objectives are communicated and realised. Producing regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business. To assist with the development of ongoing benchmarking systems and maintain their use to ensure ongoing objective measurement of our performance. To deputise as required for other senior staff and managers. This is a fantastic opportunity for an existing Contact Centre Manager or a Team Leader ready for the next step to join an industry leading organisation. Essential Requirements Experience in the management of a team of around 30 staff in a busy, business critical helpdesk or call centre environment. Experience of establishing and developing productive working relationships with key customers and other members of staff. Experience of training needs evaluation. Experience of developing and mentoring more junior members of staff. Production of Management information using a variety of systems and technologies. Automatic Call Distribution (ACD) traffic flows, able to resolve service issues with the use of routing tools, e.g. agent in/out of queue, not ready time etc. Service level monitoring. Reporting on, development and introduction of, KPI's. Staff development and teamwork improvement. Presentation Skills Training assessment Microsoft Word - level 1. Desirable Requirements Knowledge of Investors in People Performance reviews Symposium reporting SWOT analysis and reporting NVQ 3 or 4 in Call Handling or Call Centre management. Microsoft Excel - intermediate. Microsoft Word - intermediate. Crystal Reports or similar. This role requires a person with drive, energy and tenacity with upbeat enthusiastic approach. Integrity and honesty are key attributes along with self discipline, good organisational skills and the ability to work on their own initiative. You must people a people orientated team player, with a keen eye for customer service. You will also need to be highly flexible towards hours and travel.:Our client is seeking to appoint a Helpdesk Manager within a busy call centre environment. The Helpdesk team exists to provide an essential single point of contact for the prompt resolution of property related work requests and queries. Managing a combined total of over 1 million transactions per annum, the Helpdesk Manager will ensure the smooth and efficient operation of the desk under their immediate control and assist other managers to provide an exemplary level of service. Assisting with the design and implementation of strategy, to provide a process of continuous service improvement. Duties and Responsibilities include: To manage the day to day operation of your local helpdesk, ensuring the continuing achievement of SLA targets. To work co-operatively across multiple helpdesks and commissions in support of our customers and in line with the aims of the client. To effectively manage call flows, resources, reporting systems and processes, ensuring documentation and procedures are kept up to date. To provide support and mentoring for junior staff, guiding and developing Team Leaders and Lead Operators in their careers. To ensure all staff have the necessary training and support to enable them to fulfil their roles in a timely and efficient manner. To operate as an integral member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action. You will support senior management in developing and implementing strategy appropriate to the needs of our customers and staff, always ensuring that the objectives are communicated and realised. Producing regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business. To assist with the development of ongoing benchmarking systems and maintain their use to ensure ongoing objective measurement of our performance. To deputise as required for other senior staff and managers. This is a fantastic opportunity for an existing Contact Centre Manager or a Team Leader ready for the next step to join an industry leading organisation. Essential Requirements Experience in the management of a team of around 30 staff in a busy, business critical helpdesk or call centre environment. Experience of establishing and developing productive working relationships with key customers and other members of staff. Experience of training needs evaluation. Experience of developing and mentoring more junior members of staff. Production of Management information using a variety of systems and technologies. Automatic Call Distribution (ACD) traffic flows, able to resolve service issues with the use of routing tools, e.g. agent in/out of queue, not ready time etc. Service level monitoring. Reporting on, development and introduction of, KPI's. Staff development and teamwork improvement. Presentation Skills Training assessment Microsoft Word - level 1. Desirable Requirements Knowledge of Investors in People Performance reviews Symposium reporting SWOT analysis and reporting NVQ 3 or 4 in Call Handling or Call Centre management. Microsoft Excel - intermediate. Microsoft Word - intermediate. Crystal Reports or similar. This role requires a person with drive, energy and tenacity with upbeat enthusiastic approach. Integrity and honesty are key attributes along with self discipline, good organisational skills and the ability to work on their own initiative. You must people a people orientated team player, with a keen eye for customer service. You will also need to be highly flexible towards hours and travel.