Supervisor - Service Desk/Call Centre
Posted on Jul 30, 2020 by Global Technology Solutions Ltd
We have a fantastic new opportunity for an experienced Supervisor to join a great organisation in Hampton, Peterborough. This is a contract role to begin with at 3-6 months, looking to move to permanent.
This role is reporting in to the Team Leader and supervising a team of Multilingual Service Desk Analysts. People management and service desk experience are required for this role. The ideal candidate will experience supervising or managing teams in IT Service Desk or Call Centre environments.
Process, Procedures and Contractual
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.
Endeavour to provide all customers with the best level of customer service and support.
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
Process, Procedural and Contractual Responsibilities:
*Ensure process, procedural and contractual agreements are being followed correctly by the team.
*Daily, Weekly, Monthly & Ad-hoc reporting when required.
*Point of escalation for both internal and external customers, taking ownership through to resolution
Customer Service Responsibilities:
*Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader.
Service Performance Responsibilities:
*Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's
*Provide relevant stakeholders within Services with ad hoc reports
*Awareness of ITIL methodologies and best practice
*Knowledge of the working practices of the area responsible for
*Good working knowledge of Microsoft Word, Excel and Outlook
*Previous team management experience
*Practical experience of an external Managed Services provider
*Team focused - a genuine passion for leading individuals to deliver excellence through continuous development and improvement.
*Patient, tolerant and supportive team member.
*Ability to work as part of a team to deliver operational excellence
*Influencer - able to remain positive at all times and influence those around you
*Good relationship management skills
*Driven, motivational, professional team member, with a 'can-do' attitude at all times
Process, Procedural and Contractual Attributes:
*Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.
Customer Service Attributes:
*Excellent proven organisational and customer service skills
*Ability to take ownership of and progress problems to resolution
*Analytical, with exceptional attention to detail
If you have the outlined skill and experience please apply now!
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Global Technology Solutions is acting as an Employment Business in relation to this vacancy.