Head of Contact Centre Operations Manager

6 days ago

Leeds, Leeds, 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 24/7 to provide various primary & urgent health care services across West Yorkshire.

We have a full-time position available for a Head of Contact Centre Operations working hours per week across our Contact Centres based in Bradley & Leeds.

The Head of Contact Centre Operations is a senior management position reporting directly to the Director of Operations, responsible for leading operational teams in a customer-focused environment.

Key Responsibilities:

  • Lead the development of Contact Centre Operations and ensure 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 Contact Centre teams work within the Care Quality Commission framework.
  • Work with the Operations Senior Management team to support end-to-end care pathways.

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 creditability with colleagues at all levels.

About Us:

We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity.

Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners.

Benefits:

  • Employee Assistance Programme.
  • Comprehensive Staff Training programme.
  • Modern working environment with a positive atmosphere.
  • NHS Pensions.
  • NHS Discounts (Blue light card).
  • Various hours available in a 24/7 environment.
  • Management Support available 24/7.
  • Health & Wellbeing group to support staff.
  • Supportive and Friendly teams.
  • Annual Awards recognising our colleagues amazing contributions.

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