Contact Centre Team Leader

4 weeks ago

Glasgow, United Kingdom NHS Scotland Full time

NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.

Recent applicants who applied within the past few months for Team Leader position, do not need to apply.

The Contact Centre Team Leader Role within our two centralised switchboard locations provides and supports our switchboard operators and helps to deliver and maintain an efficient and high quality operator service to both out internal and external customers.

The Team Leader will provide direction and support to a team of operators to enable them to manage their tasks effectively. This is a critical role which is responsible for a wide variety of emergency situations including Major Incidents, Medical & Fire alert emergencies. New technology is currently being deployed to provide call answering reporting software which the team leader will use to develop and support the operators and provide the service and support required to our customers.

Ability to work calmly under pressure and to provide clear and concise support to the operators is essential as are a flexible approach to an ever changing environment. The Team Leader is expected to use their own initiative when working autonomously and to respond appropriately to a range of requests from callers, they will require to prioritise these to meet the needs and demands of the service.

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