Job overview
The Performance Management Team Leader (PMTL) plays a pivotal role in overseeing the operational performance of the Integrated Contact Centre (ICC) 111. Responsible for leading daily shift coordination across multiple sites, the PMTL ensures effective communication, data-driven decision-making, and service resilience. The role involves optimising staffing levels throughout the shift, monitoring key performance indicators, and escalating issues to maintain service continuity. PMTLs collaborate with internal teams, lead on contingency planning, and contribute to continuous improvement through reporting, analysis, and training. This role demands leadership, adaptability, and a proactive approach to maintaining high standards of patient care and operational efficiency
Main duties of the job
Lead the coordination and escalation of operational call-handling issues, ensuring effective incident response and service continuity. Manage communications during business continuity events, including Everbridge notifications, and chair critical incident bridge calls in line with established protocols. Maintain accurate resilience logs and ensure compliance with contingency processes.
Oversee operational performance across ICC sites, leading regular performance meetings, allocating tasks, and supporting staff to deliver consistently high standards. Promote staff wellbeing, contribute to performance management, and support development and disciplinary processes where required.
Manage staffing levels and operational delivery across virtual and physical sites, making real-time decisions to maintain service levels and respond to demand. Monitor agent activity to optimise resource deployment and identify opportunities for improvement using performance data.
Develop and implement daily performance plans, including staffing and training schedules, and provide regular workforce data to support effective planning. Use workforce management tools to ensure efficient and responsive service delivery.
Working for our organisation
Benefits we offer:
* Full training and a range of courses which you can book locally.
* Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
* Automatic enrolment into the NHS Pension Scheme.
* Access to continual professional development within SCAS and the wider NHS.
* Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
* NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
* Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note – depending on your role additional training may be required following on from your corporate induction.
Detailed job description and main responsibilities
* Produce hourly performance reports and detailed shift logs to monitor service delivery and inform operational decisions.
* Track key performance indicators (KPIs) such as service level, average speed of answer (ASA), and abandonment rate, ensuring targets are met.
* Review daily telephony reports and share actionable insights with operational leaders to drive performance improvements.
* Lead weekly performance review meetings to identify trends, address challenges, and agree improvement actions.
* Support continuous improvement initiatives by analysing performance data and contributing to strategic planning.
* Use complex performance analysis to inform both tactical decisions and longterm strategic direction.
* Ensure adequate staffing levels to manage call volumes effectively, working closely with Planning and Forecasting teams.
* Communicate service pressures and performance updates to wider teams to maintain transparency and alignment.
* Assist in Trust-wide planning by using telephony and information systems to analyse data and forecast demand.
* Prepare and share performance data with internal and external stakeholders to support service evaluation and improvement.
Please see Job Description and Person Specification for full details
Person specification
Qualifications
Essential criteria
* Fast, accurate typing skills
* NHS Pathways License (Core Modules 1 & 2 and Coaches Module Completed)
* NVQ 3/4 Customer Services or team leading - or demonstrable equivalent experience
* Good standard of education i.e., 4 GCSEs at Grade C / 4 or equivalent qualifications - demonstrable ability at this level
* Willingness to undertake any training required to enable further development of the role
Knowledge
Essential criteria
* Significant demonstrable experience of working within a supervisory role
* Significant experience of managing KPIs and using complex data sets
* Experience of using a computerised system.
* Experience of working in a customer focused environment ideally in health or social care.
* Experience of working with patients/service users, handling complaints and managing callers in challenging/traumatic situations.
* Awareness of equality and diversity in the working environment and the surrounding community
* Evidence of self-development e.g., Continuing Professional Development portfolio
* Day to day experience of using the full range of Microsoft Office applications
We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.