Contact Centre Team Leader

Key Duties and Responsibilities:

1. Team Management: Oversee the day-to-day operations of the Centralised Care Navigator team, ensuring adequate staffing levels, managing shift rotations, and ensuring coverage during peak times.
2. Performance Management: Monitor and evaluate the performance of individual team members, providing feedback, coaching, and development opportunities as needed.
3. Training and Development: Identify training needs within the team and coordinate training sessions to ensure all team members are well-equipped to perform their duties.
4. Quality Assurance: Implement and maintain quality assurance measures to ensure high standards of service. Monitor and review calls and patient interactions for quality assurance purposes.
5. Process Improvement: Continuously evaluate and optimize workflows and processes to increase efficiency and improve patient experience. Implement best practices in care navigation.
6. Reporting: Prepare regular reports on team performance, call volume metrics, patient feedback, and other relevant KPIs for management review.
7. Stakeholder Communication: Liaise with other departments, including clinical teams, to ensure smooth inter-departmental collaboration and optimal patient care.
8. Issue Resolution: Handle escalated patient complaints or concerns, ensuring timely and satisfactory resolution.
9. Resource Management: Manage resources, including software tools, equipment, and workspace, ensuring that the team has everything they need to operate effectively.

Person Specification:

Essential Qualifications and Skills:

1. Education: Minimum of A-level or equivalent education. A degree in management or a related field would be advantageous.
2. Experience: Proven experience in a supervisory or management role, preferably within a call centre or healthcare setting.
3. Leadership: Demonstrated ability to lead, inspire, and manage a team.
4. Communication: Excellent verbal and written communication skills.
5. IT Skills: Proficient in using computer systems, with experience in using call centre or patient management software.
6. Decision Making: Strong decision-making abilities with the capability to evaluate complex situations and determine the best course of action.

Desirable Qualifications and Skills:

1. Healthcare Knowledge: Understanding of NHS primary care services and healthcare systems.
2. Training Skills: Experience in training or mentoring staff.

Personal Attributes:

1. Strategic Thinker: Ability to see the bigger picture and plan for both short-term and long-term goals.
2. Problem-Solving: Proactive approach to identifying and addressing challenges.
3. Empathy: Understands and values the patient perspective and ensures it is central to decision-making.
4. Adaptability: Ability to handle changes in a fast-paced environment and lead the team through them.

Details:

Permanent

£23,000-£27,000 per year

Monday to Friday (excluding Bank Holidays)

Ability to commute/relocate:

• Wigan, WN3 5AZ: reliably commute or plan to relocate before starting work (required)

Interested? Please fill out the form below, attaching your CV/Resume.