Contact Centre Manager

KBR; Swindon; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading global engineering company is seeking a Contact Centre Manager to oversee the 24/7 Operational Helpdesk operations. The role requires exceptional leadership to ensure the Helpdesk team is set up for success, managing their performance and delivery of services. The manager will collaborate with key stakeholders and lead client engagements through performance reporting and continuous improvement initiatives. This position offers an opportunity to drive service excellence and innovativeness in a dynamic environment.

Qualifications

• Strong leadership skills to manage the Helpdesk team.
• Excellent communication skills for stakeholder engagement.
• Experience in operational management within a helpdesk environment.

Responsibilities

• Manage all elements of the 24/7/365 Operational Helpdesk.
• Ensure the Helpdesk team's performance and success.
• Lead conference calls and meetings with the Client and Supply chain.

Job description

Overview

Title: Contact Centre Manager

The role of the Helpdesk Manager (HM) is to manage all elements of the 24/7/365 Operational Helpdesk. They will be responsible for making sure they have an excellent understanding of the Client, its vision and the critical service they deliver to the Public. Overall responsibility of the Helpdesk operations within the National Service Hub, Swindon office and any remote (working from home) team.

They will be required to take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership. They will be the main point of escalation for the Assistant Helpdesk Manager leading from the front and by example. Building a collaborative relationship with all key stakeholders and peers within the business.

As a key contact for members of the Client the Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers. Reporting on performance, continuous improvement initiatives and innovation.

Responsibilities

• Manage all elements of the 24/7/365 Operational Helpdesk.
• Take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership.
• Be the main point of escalation for the Assistant Helpdesk Manager, leading from the front and by example.
• Build a collaborative relationship with all key stakeholders and peers within the business.
• Regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers; report on performance, continuous improvement initiatives and innovation.