30 Call / Contact Centres jobs in Scotland

Anderson Knight is recruiting for 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.