Support Team Lead (BI)

Key Responsbilities:

• Lead and support BI support analysts deliver an exceptional quality of service. Ensure that the customer experience is at the heart of decisions, direction and leadership.
• Ensure successful onboarding of new team members.
• Coach, motivate, and mentor employees, conducting performances reviews, one-to-ones and ensuring quarterly objectives are set and delivered on.
• Conduct transactional monitoring and audits of direct reports ensuring that feedback is provided, and action/support plans created where required.
• Assist with identifying training and developmental needs of the team through individual performance management.
• Act as an escalation point for your team, internal and external customers, for issues that are brought to your attention.
• Responsible for overseeing planning of work and the management of Incidents, driving the standards of customer service to the highest levels within the department.
• Ensure customer and account satisfaction by overseeing all activities involved in providing an efficient, secure and reliable service.
• Assist Management in ensuring customer impact and opportunities for errors are minimised.
• Pro-actively monitor Cases and Incidents being progressed, identifying customer specific or on-going issues including increased activity and fault patterns. Work on potential mitigating plans with line manager.
• Work to and achieve department Service Level Targets including resolution and initial response times are achieved.
• Monitor and respond to the overall performance of the department and make recommendations for improvements to support a more efficient working practice and continuously deliver a high level of support to customers.
• Support the CSAT/NPS programme, working to implement required changes for ongoing improvement.
• Represent Zellis on internal and customer meetings (via audio or face to face when required).
• Deputise for your peers and Senior Manager, where applicable.

Skills and Experience Required:

• Contribute towards team goals & objectives.
• Own the customer experience.
• Active part of the net promoter system - promoting positive customer feedback.
• Maintain accurate information within our systems.
• Always adhere to the quality standards.
• Target & results orientated.
• Strong organisational & time management skills.
• Interpersonal &leadership skills, including conflict resolution, customer service and ability to motivate self & others.
• Strong analytical skills, being able to define problems, collect data and draw conclusions.
• Ability to take ownership of any problem & see through to resolution.
• Clear and confident communicator.
• Initiative with the ability to work independently.
• Exceptional attention to detail.
• Able to react under pressure.
• Approachable member of the team
• Able to work within parameters set by the business.
• Able to work on own initiative as well as part of a team.
• Ability to prioritise tasks & workload and multi task where needed.
• Confidence in leading internal huddles / team meetings & external client meetings, documenting outputs.
• Working in, supporting or managing Business Intelligence function.
• Good level of knowledge of PowerBI, JasperSoft, Business Objects & Cognos.
• Knowledge of statistics applied to a service desk.
• Principles of supervision, training & performance evaluation.
• Project planning.Customer service/complaint management
• Experience of several Zellis products and services.
• ITIL Certified (Foundation) / CIPP.

About Us:

With over 50 years' experience and almost 2,000 employees we serve over 5 million of our customers' employees and process in excess of 60 million payslips a year.

As a business we offer real-time recruitment, onboarding, talent and performance management services to over 600 customers via our powerful and integrated ResourceLink software.

We're trusted by leading businesses throughout the UK and Ireland to help them with their most important resource - their people. We master what we do with a third of the FTSE 100, two thirds of the top 10 retailers and a third of all UK councils as our customers.