Inbound Contact Centre - Shift Manager

Allied Healthcare is currently looking for a Shift Manager to manage all operational areas of the contact centre both on and off shift, delivering a quality service to meet business and customer (Branch and Client) requirements, using controls and processes within agreed cost standards. You will also be responsible for all staffing, analysing, preparing and developing schedules to control adequate staffing levels

The main responsibilities of the role are detailed below although this is not an exhaustive list:-
•    Responsible for effectively leading the Call Centre during a shift to ensure that excellent operations are consistently achieved, ensuring efficient and cost effective operation with required number of staff allocated to appropriate tasks with maximum utilisation of resources.
•    Responsible via the Team Managers for all operational shift personnel, including supervision, coaching, training, disciplining and reviewing of co-ordinators staff issues such as sickness and absenteeism, under performance, poor conduct ensuring all staff records are maintained.
•    Liaise with HR/Recruitment department to select and develop operational personnel and to ensure that a developmental programme is in place to train and motivate individuals to achieve performance and quality targets.
•    Responsible for measurement, monitoring and management of both personnel and operational performance using KPI’s, ensuring control is undertaken on the shift.
•    To communicate business and company issues to direct reports, engender a good team spirit and lead by example.
•    Continually promote excellent customer service and call centre standards.
•    Management and analysis of complaints/branch feedback ensuring outcomes and improvements are implemented.
•    Responsible for Call Centre initiatives to encourage team work and support team morale
•    To liaise with Operational Support Mangers for all training needs branch/customer complaints and keeping all processes and policies up to date.
•    Management and supervision of Team Managers including appropriate support, coaching, training, disciplining applying the best skills and knowledge on the job.
•    Communicating solutions, successes, and opportunities to the Oncall Services Manager
•    Responsible for enforcing and maintaining set quality standards across the call centre.
•    To keep the Oncall Services Manager informed of key operational issues.
•    To oversee all Team Mangers to ensure all staff files are kept up to date and all correct documentation is in them. (Including eligibility to work documentation, contract of employment and training records.
•    To upload daily call audit scores and take corrective action to ensure standards are met.
•    Production of call centre reporting for management and the business.


Skills and Specifications
•    Good people and interpersonal skills to build effective relationships with all levels of professionals.
•    Ability to plan well and prioritise work.
•    Maintain calmness under tight pressure.
•    Good decision-making, IT, and communication skills.
•    At least two years’ experience managing a call centre seating more than 80 staff on shift
•    Any other duties.


Experience and Qualifications
•    At least 2 years’ experience in Call Centre Management
•    Excellent computer skills and proficient in Excel, Word, Lotus Notes
•    Excellent communication skills both verbal and written at all levels
•    Demonstrated leadership and vision in managing staff groups and major projects or initiatives
•    Excellent interpersonal skills and a collaborative management style
•    A demonstrated commitment to high professional ethical standards and a diverse workplace
•    Excels at operating in an fast pace, community environment
•    Excellent people manager, open to direction and collaborative work style and commitment to getting the job done
•    Ability to look at situations from several points of view
•    Persuasive with details and facts
•    Delegate responsibilities effectively

To hear more about this vacancy or for an informal discussion please apply on line or call Stacey on 01785 237861 or email stacey.oakes@alliedhealthcare.com

By applying for this vacancy, you hereby consent to Allied Healthcare storing and processing your information for us to progress your application. If successful, your information will be added to your electronic staff file and printed and added to a physical paper file. Your information will be kept on file while you are working with us and for six years after you leave. If your application is unsuccessful, your information will be held for 12 months and will then be erased from our system.


You have the right to ask at any time and at no cost to see your records, edit them, have them erased or stop us using them. If we cannot comply with your request, we will tell you why.


For more information on how we store and use your information, please view our privacy statement by visiting https://www.alliedhealthcare.com/privacy-statement

Head Office
On-Call
Allied Healthcare
Head Offices
Stafford
Stafford
£13.32 per hour
Full-Time

This vacancy is closed to applications.