Multilingual Supervisor - Peterborough

Main Purpose of Job

Support

Provide support and a point of escalation to a team of Multi Lingual analysts and assist the Team Leader in their responsibilities

Process, Procedures and Contractual

Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

Customer Service

Endeavour to provide all Multilingual customers with the best level of customer service and support.

Service Performance

Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

Process, Procedural and Contractual Responsibilities:

· Ensure process, procedural and contractual agreements are being followed correctly by the team.

· Daily, Weekly, Monthly & Ad-hoc reporting when required.

· Point of escalation for both internal and external customers, taking ownership through to resolution

Customer Service Responsibilities:

· Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Lead.

Service Performance Responsibilities:

· Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's

· Identify and escalate any potential breach of service level, where possible mitigating breach and managing to resolution

· Provide relevant stakeholders within Services with ad hoc reports

Knowledge & Experience

· Awareness of ITIL methodologies and best practice

· Knowledge of the working practices of the area responsible for

· Good working knowledge of Microsoft Word, Excel and Outlook

· Previous team management experience

· Practical experience of an external Managed Services provider

Personal Attributes

Attributes:

· Team focused - a genuine passion for leading individuals to deliver excellence through continuous development and improvement.

· Patient, tolerant and supportive team member.

· Ability to work as part of a team to deliver operational excellence

· Influencer - able to remain positive at all times and influence those around you

· Good relationship management skills

· Driven, motivational, professional team member, with a 'can-do' attitude at all times

Process, Procedural and Contractual Attributes:

· Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.

Customer Service Attributes:

· Excellent proven organisational and customer service skills

· Ability to take ownership of and progress problems to resolution

· Analytical, with exceptional attention to detail

Service Performance:

· Time management and prioritising skills to ensure delivery of service at all times

· Innovative thinking, in terms of service quality and improvements within the boundaries (resource, budgetary, legal etc.)