ServiceDesk Team Leader

About Atos Group Atos Group is a global leader in digital transformation with c. 70000 employees and annual revenue of c. 10 billion operating in 67 countries under two brands Atos for services and Eviden for products. European number one in cybersecurity cloud and high-performance computing Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered end-to-end solutions for all industries.

Who we are: We are a team who put our people and our customers first through high quality processes and procedures and an attention to detail that is fostered by the management team in order to achieve excellence driving customer engagement and delighting them in everything we do!

Your job in a nutshell: To actively support lead and develop a team of Contact Centre Associates through the use of feedback coaching training and other development activities. Lead the team to deliver excellent customer and client satisfaction and ensure financial success of the service desk by effectively optimising revenue.

What will you be doing:

• Complete formal coaching session with each agent each month taking the time to prepare for great conversations.
• Conduct call listening for your team to identify opportunity for recognition and development.
• Get the best out of each individual and create a positive environment by regularly providing positive praise and recognition of individual and team success encouraging team working and conducting side-by-side coaching.
• Support the welfare of your colleagues by noticing any individual and team challenges and take ownership.
• Appropriately challenge any inappropriate behaviour or conduct issues and manage appropriately.
• Take call escalations in accordance with process and procedure taking ownership and resolving as appropriate.
• Ensure the accurate recording of time worked for every team member in all relevant systems.
• Support new team members through their onboarding period.
• Identify key skills and strengths within your team and work with them to optimise these to help drive team performance.
• Identify talent within your team and encourage and support development.
• Ensure all team members understand exactly what is expected of them by clearly communicating targets and objectives and checking for understanding.
• Manage performance to continually move good performance to great performance manage underperformance and consistently meet team performance objectives by reviewing team performance data congratulating successes and taking early action to resolve problems.
• Keep yourself highly knowledgeable of what is going on in todays business and ensure the team are knowledgeable of the Company / Clients focus and of new developments in products and services.
• Manage change effectively in your team supporting your team through change and actively look for ways to make change stick.
• Manage the continuous improvement process through facilitating Pit Stops / Zone In / Discovery sessions / Team time (as applicable) sessions with your team embracing new innovations in customer experience and identify common faults or areas of concern and look for solutions to quickly resolve.
• Follow all relevant compliance procedures including: completing all 1-2-1 documentation; completing all relevant Health & Security tasks such as Risk Assessments DSEs; ensure all DPA principles are applied accurate notes are on accounts; completing Customer complaint investigations and follow up actions to prevent further recurrence and all people related admin tasks i.e. return to works on PAM PIPs timesheets etc.
• Analyse performance data KPIs customer feedback metrics and translate into action plans.
• Understand the impact of actions to drive KPI performance and business success as well as what the key commercial targets are and what part you play in this both our Company and our Clients business and understand how driving improvements in one key KPI area can positively or negatively affect other performance.
• Liaison with clients developing positive relationships and maintaining these to deliver against client and company requirements.

Location: Stevenage Work from office (No Remote). The candidate should be eligible for SC clearance (Should have lived in UK for last 5 years continuously).

Rewards and benefits: 25 days annual paid leave; Wellbeing programs & work-life balance - integration and passion sharing events; Private medical and dental care; Pension contributions up to 10%; Flex benefits program; Courses and certifications opportunities; Conferences and Expert Communities; Charity and eco initiatives.

Diversity Equity & Inclusion: Here at Atos diversity and inclusion are embedded in our DNA. As a Disability Confident employer we encourage applications from all applicants especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.