Telecommunications Team Manager

3 weeks ago

Telford, Telford and Wrekin, United Kingdom Teldoc Full time

Job Overview

Call Center Operations Supervisor - Full time - Monday to Friday

In this role, you will oversee the comprehensive training of all Call Handlers, which includes both initial onboarding and continuous evaluation of training requirements. You will adhere to Teldoc's training policies and protocols to support the Call Center personnel, ensuring flexibility in covering various Teldoc locations as necessary while performing general responsibilities.

Key Responsibilities

Your primary responsibility will be to guarantee that all Call Handlers provide a high-quality and secure service to our patients, NHS professionals, and third-party contacts. You will actively advocate for Teldoc's vision, values, and behaviors, maintaining a professional and ethical approach at all times. This position involves both independent work and collaboration within a team.

Main Duties

  • Facilitate the onboarding and training of new and existing personnel, executing general Call Center duties in accordance with Teldoc's timelines.
  • Provide cross-site support as needed to assist the Call Center.
  • Monitor, document, and assess e-learning initiatives and the ongoing development of staff, in collaboration with their direct line managers.

Additional Responsibilities

  • Conduct annual performance reviews, probation assessments, and return-to-work processes for staff, documenting and reporting to the relevant lead/HR representative.
  • Ensure staff compliance with established procedures and protocols, including statutory requirements pertinent to their roles.
  • Evaluate and review staff training needs, arranging timely training to meet patient demands and service requirements, with appropriate documentation.
  • Promote high-quality customer service among staff, ensuring their conduct aligns with auditing standards outlined in policies and protocols.
  • Actively participate in the induction training program for new Call Handlers.
  • Select suitable training methods—virtual, mentoring, and on-the-job training—tailored to individual trainee needs.
  • Maintain training records using the matrix tool, ensuring compliance with statutory training requirements.
  • Develop, maintain, and regularly update all training and induction materials in accordance with Teldoc policies and procedures.
  • Assist in conducting live call audits and provide constructive feedback to Call Handlers based on quality assessments.
  • Ensure timely completion of tasks and administrative duties in line with relevant policies.
  • Collaborate with the Patient Experience Lead and Administrative Operational Lead in addressing complaints and incidents, ensuring proper reporting and communication of compliments.
  • Approve and manage annual leave requests in accordance with Teldoc's leave policy.
  • Oversee staff scheduling and rota management to meet business needs, targets, and KPIs.
  • Serve as the point of contact for staff reporting absences.
  • Organize and adjust rotas as necessary to maintain appropriate staffing levels in line with Teldoc's policies.
  • Continuously assess and evaluate systems and quality, recommending improvements to the management team.
  • Participate in all required training sessions as necessary.
  • Prepare and coordinate virtual meetings and team huddles, ensuring adherence to the management communication strategy.
  • Take responsibility for personal development.
  • Support the Administrative/FOH Operational Lead in organizing fire drills and planned site evacuations.
  • Assist in maintaining site and equipment, reporting issues promptly.
  • Implement and uphold Health and Safety standards, contributing to risk assessments and site audits.
  • Aid Administrative/FOH Operational Leads in fulfilling business continuity requirements.

Person Specification

Essential Skills

  • Strong communication abilities.
  • Ability to remain composed under pressure.
  • Flexibility in approach.
  • Experience in line management.
  • Proficiency in conducting team meetings.
  • Familiarity with Microsoft Office Suite, including Word, Excel, and Outlook.
  • Understanding of GDPR regulations.
  • Knowledge of operations within a GP Practice.
  • Commitment to maintaining confidentiality.
  • High levels of patience and empathy.
  • Team-oriented with a positive attitude.
  • Dependable and diligent.
  • Excellent customer service skills.

Desirable Skills

  • Experience in conducting site audits.
  • Familiarity with EMIS software.
  • Understanding of health and safety regulations.

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