Control Centre Coach

**About Appello**

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring center with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

At Appello, you can make a difference to people’s lives. You’ll be helping to transform lives through technology solutions, supporting the health, safety and security of vulnerable people.

You’re trusted to deliver outcomes that improve lives. We know this isn’t an easy task. It’s not for everyone. So in return, you’ll be well rewarded for your effort. You’ll be supported in your career - whether that’s career progression, learning new skills or simply doing what you do well.

And because we’re there for our customers around the clock, we’ve got opportunities that can be flexible for you.

**Position**:
**Control Centre Coach - New Milton**

**40 hours per week -mostly evenings and weekends.**
- As a Coach at Appello you will accountable for the day to day coaching of Operators.You will be jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation, engagement and promoting the importance of excellence, customer satisfaction and first-time resolution._

**Main Responsibilities**
- As a coach you will have responsibility and accountability for the management of Average Handling Time and Call Volumes.
- As a coach you will also be targeted on reduction of ISP’s, Complaints and Failed call evaluations.
- You will work in hand with the Senior Coach, Coaches, Training Lead, Supervisors and Control Centre Manager in driving AHT, reducing Call Volumes and supporting bespoke niche coach objectives including but not limited to: - Management of the Operators Management of and adherence to service level at a global and granular customer level. Management Information production and analysts for continuous improvement projects. Management of ISP and Complaints with a demand to reduce and re-engineer processes. Own and drive succession planning and mentoring me programmes. Management and Ownership of Operators.To work unaided with limited support and without hand on support seeking personal development and support when and as required. Reports to Control Centre Manager Liaising with personnel up to and including main Board Director Level.
- Service management of each shift
- Provide operational Leadership

**Requirements**:
**Experience**
- Engagement champion obtaining buy in from the off.
- Can analyse large amounts of data to demonstrate results.
- Demonstrable experience of working with the public face to face and/or on the telephone.
- Minimum of 5 years’ experience of managing employees to include formal employee relation processes.
- Demonstrable experience of coaching, mentoring and developing new and less experienced employees.
- Proven experience of monitoring performance and developing and implementing service improvement projects.
- Proven motivational leader engaging employees to achieve high levels of performance.
- Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.
- Has managed and lead teams of 12 operators in call centre environment.
- Has managed service within a 5,000 calls per day environment.
- Aware of health and safety responsibilities for team. Has delivered tangible change programmes in SME.

**Qualifications & Training**
- Degree level qualification
- CMI/ILM/NVQ in team leading and/or management
- Data Protection awareness training
- Safeguarding awareness training
- Equality & Diversity awareness training

**Skills, General & Special Knowledge**
- Stakeholder management (internal & external) Ability to present to diverse audiences (internal & external)
- Ability to liaise effectively on a B2B level
- Engagement champion for 160 head control centre
- Project management skills
- IT literate using a wide range of different computer systems including Word, Excel and Outlook.
- Understands CRM database.
- Can interrogate and provide valuable management information from CRM databases, ACD and reporting
- Involves and motivates employees to encourage teamwork.
- Recognises and deals with issues of underperformance.
- Can tailor communication style to suit that of the audience
- Effective decision maker
- Seeks obtaining feedback for continuous improvement.
- Ability to problem solve.
- Values and supports others.
- Service management knowledge and understanding
- Awareness of key HR policies, e.g. attendance management, managing