Telephony and contact-centre platforms proficiency
Cafm / crm systems user
KBR is seeking an Assistant Contact Centre Manager for a 12-month fixed-term contract in Swindon, Wiltshire. The role involves managing a 24/7 operational helpdesk, supporting team development, and ensuring high-quality service delivery to clients
Job Summary
The role of the Assistant Helpdesk Manager is to manage and support all elements of the 24/7/365 Operational Helpdesk, ensuring an excellent understanding of the Client and the critical service they deliver to the Public.
Responsibilities include overseeing day-to-day operations, developing and monitoring processes, leading and mentoring the team, managing incidents and escalations, and maintaining strong client relationships.
The Assistant Helpdesk Manager will support the Helpdesk Manager in producing reports on KPIs, analysing trends for process optimisation, and presenting performance insights to senior management.
Matching Summary
Match Score: 85
KBR is seeking an Assistant Contact Centre Manager for a 12-month fixed-term contract in Swindon, Wiltshire. The role involves managing a 24/7 operational helpdesk, supporting team development, and ensuring high-quality service delivery to clients.
Skills & Requirements
Must-have
24/7/365 Operational Helpdesk management
Telephony and contact-centre platforms proficiency
CAFM / CRM systems user
Microsoft 365 tools for reporting
BCDR processes understanding
Nice-to-have
Strong leadership and mentoring
Continuous improvement mindset
Client relationship building
Proactive communication skills
Key Requirements
Proficiency with telephony and contact-centre platforms