Contact Centre Team Leader

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.

We have an exciting new role available in our Bradley based Contact Centre for two Contact Centre Team Leaders to join the team working 28 hours per week.

This is a supervisory level role working within the contact centre, reporting to the Service Manager within medical services operations. We are looking for someone who has experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff., The Contact Centre Team Leader will supervise a team of Contact Centre Agents (CCA) & Controllers making sure to always meet relevant contractual & performance standards within both organisational & financial frameworks.

They will ensure that all CCA & Controllers work within the Care Quality Commission framework & Local Care Direct Quality standards at all times.

They will ensure that each CCA & Controller receives an annual performance & development review, incorporating the agreement of a personal development plan.

The Contact Centre Team Leader will be responsible for taking appropriate & immediate action where work performance falls below the defined standard for the CCA & Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.

Together with the Service Manager, they will be responsible for maintaining all contact centre Standard Operating Procedures (SOPs) ensuring these are correct & up to date.

They will train the CCAs & Controllers, including on the job training e.g. Systmone, Call Handling & SOPs. Including planning, preparing & delivering of inductions into the contact centre operations for clinical & non-clinical staff.

In line with the contact centre auditing framework, they will ensure the auditing schedule for telephone calls (inbound & outbound), are carried out & reporting made available to Service Managers.

They will conduct DATIX investigations in a timely manner reporting findings Service Managers & Clinical Governance.

We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.

Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.