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Helpdesk Operations Manager

2 months ago

Swansea, City and County of Swansea, United Kingdom CBRE Local UK Full time

Position:
Helpdesk Operations Manager

Objective:
Responsible for overseeing the efficient operations of the Helpdesk at CBRE.

Tasked with ensuring the Helpdesk functions effectively and efficiently.

Guide and assist Helpdesk Team Leaders in the daily oversight of Helpdesk Advisor teams, ensuring service delivery aligns with established SLAs.


Foster a collaborative 'One Team' ethos through consistent process implementation, training, education, and skill enhancement, ensuring an ongoing Training Needs Analysis is conducted and addressed through a dynamic development plan, aimed at delivering exceptional customer service.


Key Responsibilities:

  • Accountable for cultivating, developing, and sustaining robust relationships across the Account, endorsing the 'One Team' philosophy.
  • Serve as the primary interface for customers and staff for the Helpdesk Team.
  • Oversee the overall performance of the Helpdesk, ensuring teams provide prompt and effective service and support to facilitate accurate and meaningful processes.
  • Assess the Training Needs Analysis of the Helpdesk teams to guarantee that all personnel have access to training pertinent to their individual and organizational needs.
  • Capable of coaching and mentoring Helpdesk Leads to effectively manage and nurture Helpdesk Advisors.
  • Assist the Management Team and broader organization in implementing any agreed-upon processes, adapting duties, methods, working hours, and procedures as necessary.
  • Identify the needs of the Account and recommend process enhancements, ensuring opportunities and weaknesses are recognized.
  • Maintain a continuous drive to enhance operational areas to maximize efficiency, including processes, procedures, and service delivery to both internal and external clients.
  • Ensure a high level of customer and supplier satisfaction, applying logic and common sense to assistance requests, ensuring that identified criteria are escalated according to procedures.
  • Actively participate and contribute in daily TAP meetings.
  • Proactively promote a safe and healthy work environment through effective incident and hazard management.
  • Ensure adherence to all CBRE policies, procedures, and directives.
  • Provide ad hoc support as requested by the Business Unit or Business/Finance.

Candidate Profile:
Skills

  • Proven experience as a Contact Centre, Helpdesk, or Service Centre Team Leader or Supervisor
  • Leadership and People Management
  • Team leadership in a dynamic environment
  • Customer-centric and responsive demeanor, capable of delivering outstanding customer service to both internal and external clients
  • Proficient in Microsoft Excel and Word
  • Strong analytical and decision-making capabilities
  • Excellent communication skills (verbal & written) across all levels
Experience

  • Strong analytical and decision-making capabilities
  • Coaching and developing individuals and teams
  • Managing multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
  • Building strong relationships and influencing decisions
Aptitude

  • Must exhibit a strong customer focus
  • Exceptional verbal and written communication skills
  • Self-driven and methodical
  • Results-oriented and task-focused
  • Attention to detail and precision
  • Excellent time management and organizational abilities
  • Commitment to ongoing improvement