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Deputy Contact Centre Manager

Practice Plus Group
Job LocationStoke Gifford
EducationNot Mentioned
Salary49,294 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

About The RoleAre you an operational professional working in a call centre, wanting to progress in your career If so, this may be the role for you!As a Deputy Call Centre Manager at our 111 call centre in Bristol, you would be supporting both the Call Centre Manager as well as the Clinical Supervisor team. Youll also be supporting the operational team by having Clinical supervisors and operational supervisorsreporting in. You will be helping (responsible and accountable for developing effective strategies to meet KPIs, drive operational and clinical performance through effective and engaging leadership whilst actively achieving high quality standards across thesite and network. You will also be actively engaged in supporting the management of clinical staff within the CAS and supporting with all local external CCG meetings.This is a fixed term contract for 12 months. For more information, please feel free to contact us.

  • Effectively communicate and lead and manage the 111 Team Managers and Clinical Supervisors along with any other administration staff to ensure company service standards and KPIs are met. Identifying improvements to improve the way we manage lead and runour operations.
  • To support the Call Centre Manager and Senior Leadership team to manage the regional contact centre to achieve maximum network efficiency and deliver on budget.
  • To support the Call Centre Manager with the monitoring and compliance of essential standards across all regulated activity.Ensure the effective delivery of safe clinical standards of care.
  • To create, drive and lead a strong performance management culture, which supports staff engagement and longevity and develops the Local Leadership population to support, lead and improve all staff through performance objectives and development plans.
  • To work collaboratively internally and externally with all stakeholders to deliver and support the Integrated Urgent Care Model.
  • To ensure robust planning of off-phone activity is in place and co-ordinated with the Resource planning team.
  • Work collaboratively with the Contact Centre Manager and Regional Manager to address any issues, requests and to maintain and ensure local KPIs are delivered. To attend Monthly contract meetings and any other external meetings as and when required.
  • To lead and support the clinical governance agenda within the local organisation, ensuring Practice Plus Group complies with national and local guidance and standards working with the GP Medical Lead
  • To support the provision and development of an effective health advice and referral service.
About The CandidateWe are looking for someone who has the following skills and experience:
  • Operational/Call centre management experience
  • Experience of managing large teams and volumes
  • Ability to report on and analyze data, which will in turn inform you to develop strategies of efficiency.
  • NHS Pathways validation (desirable - training will be provided).
About The CompanyPractice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care,with an unrivalled range of different services provided across the country. Were proud to be at the forefront of developing new and exciting ways to support the nations health too, helping patients to maximise their wellbeing and live life to the full.When youre part of the Practice Plus Group team, you dont just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. Well help you be the best you can be.We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balanceso we always try to be flexible, helping you fit your working life around your homelife.If youd like to learn more, please contact Lauren -or call.Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

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