Kbr, Inc.
Provides engineering, procurement, construction and technology solutions to government and industry worldwide.
Contact Centre Manager
Lead 24/7 helpdesk, oversee team, ensure service quality, and manage stakeholder relations.
Job Highlights
About the Role
The role of the Helpdesk Manager is to manage all elements of the 24/7/365 Operational Helpdesk. They must have an excellent understanding of the client, its vision, and the critical service delivered to the public. They hold overall responsibility for Helpdesk operations within the National Service Hub, Swindon office, and any remote (working from home) team. The manager builds collaborative relationships with key stakeholders and peers, regularly leading conference calls and meetings with the client, supply chain, and senior managers. They report on performance, continuous improvement initiatives, and innovation. • Manage 24/7/365 Helpdesk operations across the National Service Hub, Swindon office, and remote teams. • Ensure deep understanding of client vision and critical public service delivery. • Lead and develop the Helpdesk team, taking ownership of performance and success. • Serve as primary escalation point for the Assistant Helpdesk Manager, leading by example. • Build collaborative relationships with stakeholders, including client, supply chain, and senior managers. • Conduct conference calls and meetings to align service delivery. • Report on performance metrics, drive continuous improvement and innovation.
Key Responsibilities
- ▸helpdesk ops
- ▸team leadership
- ▸escalation management
- ▸stakeholder engagement
- ▸performance reporting
- ▸continuous improvement
Work Environment
Onsite