Search Jobs

Hold CTRL to choose multiple sectors (up to 3)


Hold CTRL to choose multiple sectors (up to 3)

IT Call Centre Supervisor job in Kegworth

  • Show me jobs like this one
  • More jobs from this recruiter
  • Email this job to a friend
  • Print this job
Job Ref:  204665569
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Kegworth
Post Code:  DE74
Salary:  £125 - £150/day
11/10/2016 08:54
IT Call Centre Supervisor

6 Month Rolling Contract


£125 - £150 Maximum (dependent on experience)

PTS Resourcing have an exciting opportunity for a candidate to join a high performing, industry leading, technical Service Desk as a member of the extended leadership team for a large financial institution. Your core duties will be to lead a team of circa 14 to 18 Service Desk Analysts to provide a consistently high quality of service which meets outlined standards in a Service Desk which handles over 1m inbound contacts per year. You will be expected to co-ordinate the effective and efficient use of resources to ensure all KPI targets are met and exceeded, and work as part of a larger high performing, highly successful team, as well as being involved in project work and other key initiatives in this busy and thriving environment.

Core Hours of cover are 7am - 6pm Monday to Friday and you will be required to work a 9 hour shift between these hours. There may be the occasional requirement to work additional paid hours.


- Pro-actively manage team resources to ensure all targets are met using the wealth of business intelligence available
- Demonstrate an awareness of all relevant business intelligence to analyse own team performance and drive improvements to customer service
- Escalate any potential service impacting incidents in accordance with internal procedures, acting as a point of reference for analysts and other Team Leaders as required
- Demonstrate awareness of customer and business impact of service failures and take action to address
- Develop your team and lead in a way that engages and inspires others

- Develop and support initiatives to improve teamwork and staff satisfaction to help create a working environment which supports high performance

- Flexibility to travel occasionally to other locations across the UK
- Demonstrate your ability to work as part of a larger team as well as working under your own initiative
- Managing resources to meet operational needs

Essential skills

- Proven experience of managing high performing teams in contact centre environments - minimum 18 months in a similar role/environment
- Experience of developing people
- Excellent communication skills with the ability to engage at all levels throughout the organisation
- Ability to interpret data and drive actions with an outcome focussed approach
- Proven problem solving experience using best practice frameworks
- Knowledge of incident management and problem management

Desirable skills

- An IT background with basic understandings of IT support would be advantageous, but not essential

Why apply?

- Opportunity to work for a FTSE100 Company
- Five weeks of paid training
- On site canteen
- Free onsite parking
- Investors In People Gold accredited organisation
- Customer Service Excellence Standard accredited
- Permanent opportunities
- Easy site access from Derby, Nottingham and Leicester
- In house dedicated training team
- Ongoing personal development and progression planning
- Fun environment which supports career development
- Wireless headsets - you aren`t chained to the desk!
- Opportunity to specialise and to progress

PTS is an Equal Opportunities employer and applicants are selected solely on the basis of their relevant aptitudes, skills and abilities. No applicant shall receive less favourable treatment on the grounds of sex, marital status, civil partnership status, trans-gender status, pregnancy, maternity, colour race, nationality, ethnic origin, religion, belief and sexual orientation
Copyright © Rengineeringjobs.com Job Board 2011  | Powered by JobMount Job Board Software