Telephony and contact-centre platforms proficiency
Cafm / crm systems for work-order management
KBR is seeking an Assistant Contact Centre Manager for a 12-month fixed-term contract, responsible for overseeing the operations of a 24/7 Helpdesk in Swindon, Wiltshire. The ideal candidate will demonstrate strong leadership skills, proficiency in contact centre technologies, and a commitment to customer service excellence
Job Summary
The role of the Assistant Helpdesk Manager is to manage and support all elements of the 24/7/365 Operational Helpdesk, ensuring they have an excellent understanding of the Client and the critical service they deliver to the Public.
Responsibilities include overseeing day-to-day operations, developing and implementing processes, leading and mentoring the team, and acting as an escalation point for complex issues.
The Assistant Helpdesk Manager will maintain strong relationships with internal and external clients, support the Helpdesk Manager in reporting on KPIs, and contribute to process and service improvement initiatives.
Matching Summary
Match Score: 85
KBR is seeking an Assistant Contact Centre Manager for a 12-month fixed-term contract, responsible for overseeing the operations of a 24/7 Helpdesk in Swindon, Wiltshire. The ideal candidate will demonstrate strong leadership skills, proficiency in contact centre technologies, and a commitment to customer service excellence.
Skills & Requirements
Must-have
24/7/365 Operational Helpdesk management
Telephony and contact-centre platforms proficiency
CAFM / CRM systems for work-order management
Microsoft 365 tools for reporting
Understanding of BCDR processes
Nice-to-have
Collaborative relationship building
Continuous improvement initiatives
Customer satisfaction monitoring
Cyber hygiene promotion
Key Requirements
12 Month Fixed-Term Contract
Proficiency with telephony and contact-centre platforms