111 Contact Centre Team Manager

2 weeks ago

StocktononTees, Stockton-on-Tees, United Kingdom Practice Plus Group Full time £34,888 per year
About The Role

We're looking for an experienced and motivated Contact Centre Team Manager to lead the efficient operation of our 111 services. Based in Stockton-on-Tees, you'll play a key role in ensuring our teams deliver the highest standard of patient care, in line with Practice Plus Group's values.

You will provide proactive demand and real time performance management to a multi-disciplinary team of Health Advisors and Clinical Advisors on site, supporting national team as required, ensuring attainment of all required key performance indicators (KPIs) and performance metrics and maintaining all patient safety standards.

Hours of work: Full-time including weekends and bank holidays

Annual salary: £34,188

What you'll be doing

What you'll be doing:
  • To act as point of contact and communication filter at site for all internal and external stakeholders by briefing, directing, and ensuring staff understanding of any nationally delivered messages around performance
  • Maintain comprehensive and accurate records and provide verbal and written updates (including performance related information) to other Team members as appropriate
  • Attend external and internal conference calls to provide performance based reports and feedback when required
  • Manage complaints, incidents, compliments and feedback, and ensure they are dealt with and/ or delegated and recorded appropriately
  • Ensure authorisation and agreement from the Contact Centre Manager/ Operational Leads prior to agreeing to allow staff to work additional shift/s or reduce shift/s, utilising quieter periods for offline time for development opportunities
  • Continuous development, and addressing performance concerns of all clinical and non-clinical staff, with regular coaching and feedback through day to day performance management and regular 121's/ staff reviews
  • Review and manage on the day staff shrinkage with HR and WFM systems, with any subsequent impact on performance identified and remedied, and long term tracking with monthly team reviewing & reporting
  • Ensure staff are supported in line with their needs, and have the appropriate working environment to fulfil their duties in line with policies and guidance as required
  • Be aware of, and monitor commissioned services within site and at national level, and ensuring the Operational Delivery Team are escalated to when there are breaches in KPI
  • Maintaining call taking competency and assisting with call taking when required to help achieve optimum performance
  • Proactively manage and cover advice lines, and assist advisors with all non-standard patient cases
  • On the day monitoring of AUX codes, schedule adherence, and ensuring breaks are managed effectively without detriment to service performance
What we'll look for in you

Education/Qualifications
  • Good all-round education i.e. educated to GCSE English and Math Grade 5
Experience
  • Experience of working in a Management Operational / Contact Centre
Skills
  • Ability to read, analyse, andinterpret technical procedures, or governmental regulations
  • Understanding of call centre metrics and resource planning methods.
  • Experience of working with sophisticated IT and telephony supported applications, programming call flows and maintaining agent skill sets
  • Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form
Behaviours:
  • To demonstrate Practice Plus Group behaviours and values
  • Understanding the needs and expectations of internal and external customers, and being proactive in finding ways to exceed those expectations.
  • Working collaboratively as part of a team to exploit our full potential and enable the organisation to grow.
  • Continuously evaluate their own performance and identify where they can be more effective.

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