111 Contact Centre Team Manager

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

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.