TheRole :Reporting to the Call Centre Manager, the Teamleader, is responsible for the 24/7 management of Call Centre Operationsoverseeing a multi-disciplinary workforce.You will be responsible for identifying and focusing on levels ofoperational service delivery and implementing contingencies to ensure thatquality is maintained and standards and response times are met.
Main duties of the job
You should have shiftmanagement experience preferably in a call centre environment, withexcellent communications skills, the ability to work underpressure and produce and analyse statistical data. Your role will include:
* Monitoring the workloadand ensuring that cases are dealt with within the appropriate times with thecooperation of other colleagues.
* Supervision of Call Centre staff toinclude 121s, development needs and absence monitoring.
* Managingthe appointment books for patient face to face appointments and home visits.
* Maintaining and updating ourdatabase.
* Communicating with Clinicians and Drivers on homevisits with regards to location, workload and timescales
* Followall escalation measures as per protocol
* Being responsible out of hours for managing theDisaster Recovery processes (
ThePerson we are looking for a highly organised individual with the followingskills:
* Call handling or phone-based customer serviceexperience.
* An excellent telephone manner, with strongcommunication and interpersonal skills.
* Proven supervisory experience.
* Good geographical knowledge of the local area is desirable.
* Ability to manage a high volume of workload in ahigh pressure environment.
* Ability to prioritise and work on your owninitiative, and as part of a team.
* Discretion and integrity with the ability to handleconfidential information.
* Experience of working across multiple computerplatforms and using data systems.
* Good working knowledge of MS Office.
About us
About us: Shropdoc is a not-for-prot company established in1996. Our core services include Out of Hours (OOH) GP care, urgent care triage,home visiting, and face-to-face clinical services. We work collaboratively withNHS partners and other health and care organisations to ensure patients receivesafe, responsive, and high-quality care when their usual GP practice is closedor when urgent support is needed.
Shropdocs mission is to keep the patient at the heart of all that we do. We aim toachieve excellence in the care we offer to our patients, providing a safe andhigh-quality service that is easily accessible. We care about our team of over200 colleagues. We strive to provide quality patient care, a working communitywith integrity and kindness, and are committed to continually developing ourstaff. Our vision and values of Community, Quality, Kindness, Integrity, andDevelopment are at the heart of all that we do, enabling us to achieve the bestoutcomes for patients and for our colleagues.
Job responsibilities
Themain purpose of the role will be to manage the Call Centre operations overseeing staff who work shiftsover a 24/7 rota pattern. You will beresponsible for identifying and focusing on operational levels ensuring thatstandards and response times are met, delivering a high quality service andcohesive team working to support. Thepostholder will be responsible for managing crises during escalation anddisaster recovery situations. This is a multi-skilled role which involves crossing between Out of Hours and InHours. During the out of hours period the Team Leader will be the Responsible Person for Health andSafety. The full Job Description is attached as a supporting file.
Person Specification
Personal Attributes
* Excellent negotiation and listening skills.
* Ability to build trusted. working relationships .
* People management skills: persuasion, negotiation and appropriate authoritative influence.
* Positive and pro-active approach to work and change.
* Reliable and resourceful.
* Empathetic and caring.
* Must be self-motivated with a can-do attitude and ability to work and deliver under pressure.
* Must be flexible with covering for staff absence as required.
* Innovative and creative approach.
* An understanding an appreciate of safeguarding, but training given.
Experience
* Experience in a customer service or call centre role, with experience in a supervisory or team leader capacity.
* Proven ability to manage, motivate, and develop teams to meet performance targets and deliver excellent customer service.
* Good all round organisational and leadership skills with a problem-solving ability.
* Ability to deal with a busy working environment with various demands and escalations.
* Strong verbal and written communication skills, including the ability to convey information clearly and effectively to patients, professionals and team members.
* Familiarity with key performance indicators (e.g., Average Handle Time, First Call Resolution, Customer Satisfaction Scores) and how to improve them.
* Previous experience of using bespoke systems (ie: RotaMaster, Adastra, EMIS).
* Knowledge of the Working Time Directive Regulations.
* Experience in monitoring and managing call centre performance, including setting goals, conducting reviews, and ensuring KPI targets are met.
Qualifications
* A good standard of Education.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
£14.20 an hourWith uplifts for unsocial working hours.
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