Telecare Coach

You will have accountability for the day to day coaching of a group of operators within the Appello Monitoring Centre. The role will also involve being jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation and promoting the importance of excellence, customer satisfaction and fist time resolution. As a coach, you will have responsibility of managing average call handling times and volumes across the business. Main Responsibilities and Activities Line Management Responsibilities

• Reduce Average Handling Time and call demand in the centre
• Call audit responsibility - To ensure to feedback to individuals and reduce failed call evaluations.
• Reduce Complaints & Improvement Support Plans.
• Generate and share comprehensive and detailed reports about team performance utilising Dashboards, EVO/SBR and MI.
• Identify and develop individuals for succession plans through mentoring.
  
  You must possess a genuine desire to help the community, be empathetic and attentive to our customer's needs. You must also have excellent people management skills, you'll coach and engage our Emergency Helpline Operators and be a key support to our Control Centre Manager.
  
  Appello Perks
• 31 days holiday rising to 33 with length of service (PRO RATA).
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends' discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Free on-site parking