Call Centre Team Leader
4 weeks ago
Bionical Health is seeking an experienced Call Centre Team Leader to join our team in Willington, Derbyshire. As a key member of our operations team, you will be responsible for leading and managing a team of Contact Centre Patient Advisors who provide a Single Point of Access Service to our patients, customers, and staff.
Key Responsibilities:- Lead and manage a team of 5 Contact Centre Patient Advisors to achieve high levels of customer service and quality communication.
- Work closely with Resource Planning Managers to implement and monitor a strategic plan for improved resourcing and scheduling of patient visits.
- Ensure the achievement of contractual key performance indicators for the SPA Team related to planning and scheduling of patient visits and customer service.
- Provide clear direction and coaching to the SPA Team, setting expectations and monitoring performance and quality of output.
- Drive an understanding and passion for improving patient outcomes within the SPA Team.
- Support other teams within the department and ensure effective collaboration with Operations Teams and Head Office Functions.
- Strong people management skills, ability to inspire and motivate team members.
- Experience of delivering high levels of internal and external customer service.
- Health industry and patient-scheduling experience preferred.
- Track record of meeting key performance indicators.
- Emotional intelligence to successfully collaborate with stakeholders.
- Excellent communication skills, verbal and written.
- Good problem-solving and decision-making skills.
- Ability to work under pressure and within time constraints.
- Pro-active, shows initiative.
- Attention to detail.
- Flexible, ability to adapt and thrive.
Bionical Health values diversity and welcomes applications from anyone able to demonstrate their suitability for the role. We recruit without regard to age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
We are committed to safeguarding and promoting the welfare of children and young people and adults at risk. We apply robust recruitment and selection procedures to ensure that the people selected are suitable and that all candidates are subject to appropriate pre-employment checks.
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Willington, Durham, United Kingdom Bionical Health Full timeJob Title: Call Centre Team LeaderBionical Health is seeking a highly skilled Call Centre Team Leader to join our team in Willington, Derbyshire. As a key member of our operations team, you will be responsible for leading and managing a team of Contact Centre Patient Advisors who provide a Single Point of Access Service to our patients, customers, and...
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