Cco Call Centre Team Leader - Stoke-on-Trent, United Kingdom - EMED Group

EMED Group

Verified Company

Stoke-on-Trent, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We have a fantastic opportunity for a Call Centre Team Leader to join our team based in Stoke, Staffordshire.

This role is full time (37.5 hours per week), working variable hours, Monday to Friday.

Role Responsibilities

The role of the CCO Call Centre Team Leader is to closely monitor all call taking activities and contract performance throughout the course of the day, ensuring that there is an effective service across all contracts.

You will be working alongside the CCO Control and Planning Team Leader to ensure effective, and a patient centred service is delivered across the contract from point of booking to completion of transport.

In this role, you will be responsible for monitoring and managing call demand, identifying issues and dealing with and where appropriate, escalating any expected challenges or risks ahead of any issues arising.

You will act as a point of escalation for on the day service queries and concerns and look to resolve to prevent further escalation and complaints.

A key responsibility of the CCO Call Centre Team Leader is line management to all call handlers.

You will be supporting them to ensure the successful completion of their role including call audits, HR management and ensuring they have a full understanding of the contract's expectations and KPIs.

Person Specification

Strong organisational, analytical and problemsolving skills with proven ability to multitask and prioritise your workload, as required.
Meticulous attention to detail.
Confident using Microsoft packages
Excel, Work, Outlook etc.
Minimum of 2 years people supervisory/management experience, ideally within a call centre or a similar environment.
Excellent written and verbal communication skills with proven ability to engage at all levels within organisation.
Familiar with working towards targets and KPIs
Sociable, approachable and people focused.

Our Values

Collaborative - we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

Agile - We listen, learn and adapt to improve the business, each other, and ourselves.

Reliable - We do what we say we will do, we take responsibility and we behave with integrity.

Empowered - We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.

We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots.

Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.