Care First are currently looking for a Call Centre Operations Manager to manage and lead the Call Centre to ensure that there are appropriate numbers of Telephone Counsellors working each day & night to meet the contractual SLAs as agreed in our contracts with customers.
The post holder will also be responsible for motivating and encouraging the helpline team in our busy call centre to reach their full potential.
The successful candidate should have a pragmatic approach to work with excellent communication skills and time management.
Responsibilities include but are not limited to:
* Effective forecasting of call volumes and associated resource planning, to ensure sufficient numbers of telephone counsellors and telephone information specialists are on duty to meet business requirements and to reduce the need for calls to be answered by a third party provider.
* Monitor and improve telephone handling and other associated procedures, working closely with the Counselling Services Operations Manager, Clinical Director and wider Senior Leadership team to implement required changes.
* Highlight any issues impacting quality and service to the Clinical Director and Senior Leadership teams immediately.
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