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Head of Contact Centre Operations Manager

2 months ago

Huddersfield, Kirklees, United Kingdom Local Care Direct Full time
Job Title: Head of Contact Centre Operations

Job Summary:

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary & urgent health care services across West Yorkshire.

We are seeking a highly experienced and skilled Head of Contact Centre Operations to lead our Contact Centre Operations, ensuring the effective implementation of our LCD Operations Plan and meeting relevant contractual & performance standards within organisational & financial frameworks.

The successful candidate will be responsible for leading operational teams in a customer-focused environment, promoting team working across the operations team, and ensuring that all contact centre staff are managed effectively.

Key Responsibilities:

  • Lead the development of the Contact Centre Operations and ensure the effective implementation of the LCD Operations Plan.
  • Meet relevant contractual & performance standards within organisational & financial frameworks.
  • Identify & evaluate service improvements, including cost effectiveness & anticipated improvements to service delivery performance & risk.
  • Ensure call Contact Centre teams always work within the Care Quality Commission framework.
  • Work as part of the wider Operations Senior Management team to support the delivery of end-to-end care pathways.
  • Effectively line manage a team of multi-disciplinary service managers ensuring that their service KPIs are being achieved.
  • Support the contact centre management team to ensure appropriate levels of staffing & equipment are maintained, within budgetary constraints.
  • Ensure plans are developed, implemented & tested to maintain business continuity for the Contact Centre Operations at all sites where contact centre activities are carried out.
  • Ensure reports on Contact Centre performance are provided as agreed.
  • Prepare plans and business cases as required.

Requirements:

  • Excellent communications written and oral.
  • Strong analytical skills, a data-driven approach to decision making.
  • Interpreting, and presenting complex data.
  • Able to make critical decisions quickly and rationally.
  • Good interpersonal skills and able to develop effective working relationships & professional credibility with colleagues at all levels.
  • Effective engagement and influencing skills.
  • Strong IT skills in using Microsoft Office and an ability to use bespoke systems.

Desirable:

  • Use of root cause analysis techniques.
  • Project Management.
  • A flexible approach to work / willingness to carry out tasks outside of areas of responsibility.

Experience:

  • Experience of delivering excellent customer service preferably in a contact centre or healthcare environment.
  • Managing shift-based teams across 24/7 period.
  • Implementing new services including the development of non-clinical Standard Operating Procedures (SOPs).
  • Effective operational leadership and management with the ability to inspire and coach teams.
  • Meeting contractual service KPIs and standards.
  • Implementing change and leading others through change.
  • Implementing policies, procedures and working practices.
  • Meeting Health and Safety requirements.
  • Dealing with difficult behaviour and associated HR processes to manage those behaviours.

Knowledge:

  • Urgent Care Services.
  • Contact centre operations.
  • Business continuity.

Qualifications:

  • Leadership and Management qualification or equivalent relevant experience.