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- Tasks: Lead and support Helpdesk teams to achieve performance goals and ensure quality service delivery.
- Company: Join a well-established company in Glasgow, known for its supportive work culture.
- Benefits: Enjoy free parking, subsidised meals, pension contributions, and discounts at major retailers.
- Why this job: This role offers leadership experience and the chance to make a real impact in a dynamic environment.
- Qualifications: Experience in a Helpdesk environment and strong communication skills are essential.
- Other info: Flexible dayshift hours with a rotating schedule and on-call responsibilities.
Anderson Knight is recruiting for a Helpdesk Supervisor for a well-established company based in Glasgow. The role is to provide effective leadership and support to Helpdesk Team Leaders in managing their teams and achieving key performance indicators (KPIs). Ensure timely and accurate delivery of management information. Oversee quality assurance, workforce planning, and resource/recruitment needs to maintain consistent service delivery. Act as a deputy and provide ongoing support to the Contact Centre Manager. Dayshift on rotation – 7am-3pm, 8am-4pm and 9am-5pm.
Main Duties and Responsibilities:
- Manage attendance, including conducting welfare visits and return-to-work interviews for all Helpdesk colleagues.
- Conduct disciplinary proceedings, investigations, and meetings regarding conduct.
- Coordinate holiday requests and planned absences to ensure adequate coverage across all shifts (24/7).
- Provide support and coaching to Team Leaders.
- Conduct monthly one-on-one meetings with Team Leaders and assess their meetings with their teams.
- Conduct yearly appraisals for Team Leaders.
- Manage colleague performance, including support for performance improvement planning, disciplinary actions, investigations, and meetings.
- Provide 24/7 on-call coverage via a rotating schedule, with a high level of responsibility during on-call periods.
- Manage the recruitment process for new colleagues, including advertising positions, reviewing CVs, selecting candidates, arranging interviews, and coordinating inductions.
- Implement succession planning and strategies for growth.
Key Attributes and Skills:
- Proficient in the operations of a Helpdesk environment.
- Capable of supervising a team of Call Centre Operators and Team Leaders.
- Skilled in gathering, organizing, and presenting performance data relevant to the organization.
- Possesses effective written and verbal communication abilities.
- Demonstrates strong teamwork skills.
- Confident in engaging with stakeholders at the Area and Divisional levels.
- Experienced in cultivating positive working relationships with colleagues.
Company benefits:
- Free on-site parking
- Subsidised canteen facilities & vending machines
- Pension scheme – up to 5% matched contribution
- Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more.
If you are ready to embrace this excellent opportunity, please forward your CV with confidence.
Helpdesk Supervisor employer: Anderson Knight
Contact Detail:
Anderson Knight Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Supervisor
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to a Helpdesk environment. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to achieving and exceeding targets.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you provided support, coaching, or resolved conflicts within a team.
✨Tip Number 3
Research the company culture and values of the organisation you're applying to. Tailoring your conversation to align with their ethos can significantly enhance your chances of making a positive impression during interviews.
✨Tip Number 4
Prepare to discuss your experience with workforce planning and resource management. Being able to articulate your strategies for maintaining service delivery during peak times will set you apart from other candidates.
We think you need these skills to ace Helpdesk Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in a Helpdesk environment. Emphasise your leadership skills, ability to manage teams, and any specific achievements related to KPIs or performance management.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key attributes and skills mentioned in the job description. Use specific examples from your past experience to demonstrate how you meet these requirements and why you are a great fit for the role.
Highlight Communication Skills: Since effective communication is crucial for this role, ensure you showcase your written and verbal communication abilities in both your CV and cover letter. Mention any experiences where you successfully engaged with stakeholders or led team meetings.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Anderson Knight
✨Showcase Your Leadership Skills
As a Helpdesk Supervisor, you'll need to demonstrate your ability to lead and support teams. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to coaching and performance management.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with common KPIs in a helpdesk environment. Be ready to discuss how you would monitor and improve these metrics, as well as how you've done so in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you've had to handle disciplinary actions or manage team attendance, and be prepared to explain your thought process.
✨Engage with Stakeholders
Since the role involves engaging with various stakeholders, practice articulating how you would build positive relationships. Highlight any experience you have in collaborating with different departments or levels within an organisation.
