Call Centre Team Lead

Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer servce and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets

KEY RESPONSIBILITIES

• Provide leadership, guidance and support to a team of service desk analysts
• Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
• Identify and deliver training and development needs in line with company procedures
• Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
• Responsible for the upkeep and quality of the knowledge base for the team
• Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
• Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
• Ensure that there is continual service review and improvement of all processes and procedures
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
• Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
• Provide relevant stakeholders within Services with ad hoc reports

The above is not an exhaustive list of duties and you will be expected to perform different asks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• 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 supervisory experience

ESSENTIAL ATTRIBUTES

• A real passion for people management and development in a large team
• A passion to deliver excellent service with service level management and experience
• Previous people management experience
• Driven, motivational, professional leader, with a 'can-do’ attitude at all times
• Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
• Creative and innovative problem-solving skills with an inquisitive nature
• Analytical with attention to detail
• Ability to work as a team to support and influence team members
• A desire to take ownership and accountability to see your work through to resolution
• Ability to work under pressure and to tight deadlines
• A patient, tolerant and supportive team member