Head of Contact Centre Operations - Birmingham, United Kingdom - HealthHarmonie

HealthHarmonie

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The role of the Head of Contact Centre Operations has been established to support the strategic direction of the business, enabling further concentration on high-performance achievement and growth opportunities within the market.

The experienced and highly skilled direct reports to this role, have historically been managed by the Commercial and Operations Director, which the business now wishes to segregate responsibilities to achieve their strategy.

This role will perform an integral part of the Senior Management Team.

Main Duties and Responsibilities

Manage and support all operational teams to ensure achievement of business targets, financial controls, and quality level adherence.
Maintain a high customer service culture within operations and achievement against internal and external key performance indicators.
Ensure standardisation of processes and practices across departments and business.
Work closely with the Head of Quality to ensure data requests for quality schedules and investigations are prepared, submitted, and closed with learning outcomes embedded into operational processes in a timely manner.
Drive improvement in the business to ensure best practices within operational functions.
Ensure continuous improvement culture, including identifying and leading efficiency initiatives whilst maintaining robust financial/quality controls and procedures.
Lead and support all direct reports to ensure delivery of services within agreed targets and business policies.
Overseeing the management of the team and the workload as and when required.
Effective leader that inspires and motivates highperforming teams.
Work closely with Head of HR and Learning, to ensure correct resource and training levels to deliver targets.
Support and delivery of managing employee relations issues effectively and efficiently.
Prepare reports for the Board as needed.
Ensure all direct or indirect reports adhere to policies and procedures and relevant external legislation.
Actively engage with other SMT members to enable effective problemsolving outcomes and continuous improvement.

Experience / Qualifications

Proven working experience in the management of contact centres.
Strong Forecasting ability using contact statistics.
Proven track record of improving contact centre performance.
Strong leadership skills and experience, proven past performance of mentoring and enhancing abilities and talents of direct reports.
Strong communicator with a passion for patientcentred care
Exposure to business profit and loss/management accounts, with the ability to analyse and identify improvements and efficiencies.
Operational Management experience within a healthcare environment is desirable.
A professional qualification accredited by Chartered Management Institute is desirable.
Ongoing Support and Training
Claim 0.45 per mile from your base location
25 days Annual Leave + 1 additional day per year of service
Travel time paid for and 30minute paid lunch break.
Paid Parking
Pension Scheme
NHS Employee Discounts
Overnight accommodation available and £25 allowance per night
For distant locations