Part-Time Contact Centre Supervisor

Our prestigious client is seeking an experienced team leader to join their patient contact centre in Huddersfield as a Part-Time Contact Centre Supervisor. This role is offered on a 6 month temporary to permanent basis.

The following shifts are required:

Mondays - 15:00 - 22:59

Tuesdays - 15:00 - 22:59

Sundays - 14:00 - 21:59

Your Key responsibilities as a Contact Centre Supervisor are:

• To provide real-time supervisory support to Hub services, in order to meet relevant contractual and performance standards - within both organisational and financial frameworks
• To ensure that all diaries are "maximized" and that appointments are filled, via real time management
• To ensure that rota sessions are defined and staffed accordingly, as required
• To ensure that all services comply with the Care Quality Commission framework and the company quality standards, in order to promote continuous improvement and development
• To take appropriate and immediate action where work performance falls below the defined standard, ensuring that relevant Key Performance Indicators are met wherever possible
• To work closely with Duty Managers and Operations Team Manager to deliver a seamless service to patients - acting as the main first line contact point
• To monitor referral inboxes and ensure that all referrals and queries are dealt with promptly and appropriately, within relevant target timescales
• To provide real time support to the Duty Managers
• To monitor the workloads of the clinical and non-clinical teams to ensure target timescales are met and to escalate to Duty Managers when target timescales are at risk of being breached
• Establish and maintain up-to-date and accurate information regarding access to NHS treatment in Yorkshire and Humber. To ensure that such information is made available to patients as appropriate
• To be responsible for maintaining all service procedures and ensuring that these are correct and up to date. To ensure that hub staff maintain "good housekeeping"
• Training of Contact Centre Agents, to include 'on the job’ training
• Regular auditing of Contact Centre Agents and telephone calls, against agreed indicators and real time as necessary

Candidates must have:

• Previous experience of managing a number of multidisciplined staff is required
• Previous team building and development skills are required
• You must have highly developed communication skills, both written and verbal
• Previous experience of working with MS Office is required
• Previous experience of developing good relationship with customers both internal and external is required

PLEASE NOTE: All successful candidates will need to provide 5 years reference details.

GDPR Disclaimer:Please appreciate that whilst we review all CV’s and applications, due to the highvolume that we receive on a regular basis, we only respond to candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, please accept that your application has been unsuccessful. Additionally. please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications, and we will not keep candidate information on file for future vacancies at this stage of our process.