Contact Centre Team Leader

Job description

Job responsibilities

Job Title: Contact Centre Team Leader

Team: Contact Centre Operations

Base Location: Sheridan Teal House, Bradley

Line Manager: Service Manager

Hours of Work: 28 hours per week

Staff Group: Non-Clinical Contact Centre Operations

DBS Check Level Required: Basic Check

Vaccination Requirement Statement:

• Covid19 double vaccination not required but recommended.
• This job has been rated as Low Risk for requiring Hepatitis B immunisation.
• Flu jab recommended and will be offered.

Job Purpose:

This is a supervisory level role working within the contact centre and reporting to the Service Manager within medical services operations. The postholder must have experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff.

1.To supervise a team of Contact Centre Agents and Controllers, to always meet relevant contractual and performance standards, within both organisational and financial frameworks.

2.To ensure that all Contact Centre Agents & Controllers always work within the Care Quality Commission framework and Local Care Direct Quality standards, to promote continuous improvement and development.

3.To ensure that each Contact Centre Agent and Controller receives an annual performance and development review, incorporating the agreement of a personal development plan.

4.To take appropriate and immediate action where work performance falls below the defined standard for the Contact Centre Agent and Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.

5.Together with the Service Manager, to be responsible for maintaining all contact centre Standard Operating Procedures (SOPs) ensuring that these are correct and up to date.

6.Training of Contact Centre Agents and Controllers, to include on the job training e.g. Systmone, Call Handling and SOPs.

7.In line with the contact centre auditing framework, ensure the auditing schedule for Contact Centre Agent and Controller telephone calls (inbound and outbound), are carried out and reporting of the schedules made available to Service Managers as per the schedule.

8.Conduct DATIX investigations in a timely manner reporting findings to both Service Managers and Clinical Governance.

9.Plan, prepare and deliver inductions into the contact centre operations for both clinical and non-clinical staff.

10.To assist the Operations Service Manager as required.

KEY PRINCIPLES

General:

1.To contribute to the development of Local Care Direct and to support managers in the implementation of new or changed services which impact on LCD.

2.To work with and support other managers as required e.g. in the testing and delivery of business continuity and contingency plans.

3.Responsible for your own and others Health and Safety always. Ensure that Infection Prevention and Control measures are always adhered to.

Team:

1.To develop appropriate mechanisms for staff communications plus feedback recognising a 24/7 operational rota.

2.To involve members of the medical team in identifying means of improving the service for the benefit of patients and keeping patient care and safety at the forefront of everything you do.

Organisational:

1.To uphold and promote Local Care Direct values and ensure these are translated into working practices and service design.

2.To maintain the highest standards of conduct and appropriately challenge poor conduct and behaviours of others.

3.To contribute to the development of the organisation and ensure it always remains fit for purpose.

COMMUNICATIONS & RELATIONSHIPS

To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.

To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.

To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.

FINANCIAL RESOURCES

To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.

CONFIDENTIALITY

To operate and ensure the team operates within information governance protocols and that business and patient confidentiality is always maintained.

TRAINING

To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

INFECTION PREVENTION AND CONTROL

Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

SAFEGUARDING

Individuals have a duty of care to children and vulnerable adults that they encounter whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

MANAGING SELF

Ensure that relevant professional practice is evidence based and current.

Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.

Ensure that mandatory training is up to date and participate in training as appropriate.

Effectively utilise time management, organisational, co-ordination and if required - management skills.

Identify own professional development needs through the Personal Development Review process (PDR).

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

Person Specification

Qualifications

Essential

• Good level of English and Maths.

Desirable

• Management or Customer Service qualifications.

Knowledge

Essential

• Local Care Direct Services.
• Health and Safety principles.

Desirable

• Knowledge of working in a Contact Centre Environment.
• NHS Services.
• Infection Prevention and Control.

Experience

Essential

• Managing or working in a call centre environment or dealing with the public.
• Staff supervisory or management experience including annual performance reviews.
• Proven track record at motivating and leading staff.
• Achievement of KPIs for yourself and others who you supervise / manage.
• Delivery of training to staff.
• Report writing.

Desirable

• Working with core operational systems (Systmone / RotaMaster / AccuRx).
• Understanding how to use data to manage performance.
• Understanding call flows and telephony systems.

Skills

Essential

• Team building and development.
• Highly developed communication skills verbal and written.
• Experience in Microsoft packages and good IT skills including knowledge of MS Office.
• Able to develop good relationship with customers both internal and external.
• Fluent in English language.

Desirable

• Report writing.
• Conflict Resolution.
• Negotiation and influencing skills.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Local Care Direct

Address

Local Care Direct

Longbow Close

Bradley

Huddersfield

HD2 1GQ

Employer's website

https://www.localcaredirect.org/ (Opens in a new tab)