Contact Centre Manager

The role of the Helpdesk Manager (HM) is to manage all elements of the 24/7/365 Operational Helpdesk. They will be responsible for making sure they have an excellent understanding of the Client, its vision and the critical service they deliver to the Public. Overall responsibility of the Helpdesk operations within the National Service Hub, Swindon office and any remote (working from home) team.

They will be required to take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership. They will be the main point of escalation for the Assistant Helpdesk Manager leading from the front and by example. Building a collaborative relationship with all key stakeholders and peers within the business.

As a key contact for members of the Client the Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers. Reporting on performance, continuous improvement initiatives and innovation.

About Us

KBR — Delivering Solutions, Changing the World.

KBR brings together the best and brightest to deliver science, technology and engineering solutions that help governments and companies around the world accomplish their most critical missions and objectives.

In everything we do, we are guided by our ONE KBR Values:

1. We Value Our People – We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential.
2. We Deliver – We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders.
3. We Are People of Integrity – We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what’s right for the planet, the communities where we work, and our people is good for business.
4. We Empower – We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed.
5. We Are a Team of Teams – We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.

We have also embedded environmental, social and governance (ESG) principles in every business operation and corporate function. Not only are we committed to operating safely, sustainably and equitably, but we are also committed to using our capabilities and expertise to help our customers accomplish their sustainability goals.

Worldwide, KBR employs a diverse workforce approximately 29,000 people strong, with customers in more than 80 countries and operations in 40 countries.

At KBR, We Deliver.