Job Description & Person Specification

Job Title: Contact Centre Manager

LCD Grade: Salary Up to £45K depending on experience

Team: To support all Local Care Direct Contact Centre Business

Hours of Work: 37.5 hrs per week (flexible working required across 7 days)

The post holder will be based in Bradley

Line Manager: Director Of Urgent Care

Organisation Chart:

Job Purpose:

The post holder will bring Leadership to our Huddersfield based Contact Centre and drive our “We care for People” ethos. The role will require someone with excellent people skills and help local Care Directs Contact Centre to drive for First Class customer focused results on all our contracts.

Be responsible for ensuring staff based in the centre are focused to deliver the relevant contractual and performance standards within organisational, technical and financial frameworks at all times.

The Contact Centre Manager will be monitoring performance of the staff in the contact centre and lead a team of Duty and Contract Managers to manage performance across all services areas.

To ensure all teams work within the Care Quality Commission framework at all times and promote continuous improvement and development

To develop operating procedures that will positively influence the Centre Team.

Manage the relationship with key stakeholders both internally and partner organisations.

Support the Director of Urgent Care with LCD Support Services departments to ensure contractual compliance, appropriate levels of staffing and equipment are maintained within budgetary constraints.

To ensure Business Continuity plans are tested and implemented where appropriate.

Key Principles

·  To uphold and promote LCD mission, vision and values and ensure these are translated into working practices and service redesign

·  To maintain the highest standards of conduct

·  To ensure that the quality of patient care and experience is firmly at the centre of activities

·  To promote personal development within the team

·  Ensure LCD policy and procedure is adhered to at all times

·  To deliver the operational management plan within the designated area(s)

·  To ensure relevant performance data is monitored and audited and used to support continuous improvement towards individual development but also support organisational development.

·  To ensure appropriate and comprehensive root cause analysis techniques are used in the review of performance and corrective action plans are developed and implemented where performance does not meet required standards

·  To be directly responsible for the day to day management of resources including premises and equipment in the provision of services in the contact centre.

·  To ensure that a regime of daily reporting of Significant Events (SEs) is maintained; and that Significant Incidents (SIs) are reported in accordance with LCD protocols; to support the clinical governance in the investigation of SEs, SIs and Complaints

·  To manage staff effectively including staff attendance, training, performance and conduct and ensures issues are dealt with promptly and in accordance with LCD policy and standards.

Team

·  To set clear objectives for the team

·  To take appropriate and immediate action where work performance falls below the defined standard for the role

·  To ensure that own teams adhere to LCD standards, policies and protocols and also uphold and promote this to the wider teams across West Yorkshire

·  To promote effective teamworking across clinical and non-clinical staff within the team and effective cross-functional working with other directorates

Communications & Relationships

·  To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes

·  To promote effective cross-functional working and that the team supports the achievement of objectives, standards and protocols of other directorates

·  To consult and listen to comments from Employee representatives, staff and other stakeholders in order to develop ways that the service could be improved

Organisational

·  To uphold and promote LCD values and ensure these are translated into working practices and service design

·  Contribute to the development of the organisation and ensuring it remains fit for purpose at all times

Patient care

·  To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.

·  Ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within LCD.

·  To ensure all staff receive appropriate “customer care” training

Financial resources

·  To ensure financial policies and procedures are maintained and the Out of Hours budget is adhered to.

Health, safety and security

·  To monitor Health & Safety in the workplace and implement corrective action plans where breaches are identified.

·  To ensure drugs and medicines are managed in accordance with LCD Policy and Protocols.

Confidentiality

·  To ensure the team operates within information governance protocols and business confidentiality is maintained at all times.

Safeguarding

·  Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

Training

·  To ensure all staff have received the defined company induction programme and core training for their role and mandatory refresher training thereafter and that accurate records of training are maintained.

·  To ensure all staff receive an annual performance and development review incorporating the development of a personal development plan.

February 2015

Person Specification

The successful performance of this role will require some flexible working hours and excellent people management skills

The postholder will be expected to operate at a satisfactory level (to be agreed with line manager) to specific LCD leadership competencies (set out below) and to maintain a personal development plan to address development needs.

Essential / Desirable / Method of Assessment
Qualifications / Telephony Professional Team Leader or equivalent Valid current driving licence / General Management Qualification / Application/evidence
Production of licence.
Experience / Extensive experience managing a diverse team within a Contact Centre
Managing shift-based teams across 24/7 period
Ability to prioritise and handle multiple tasks.
Effective operational leadership and management
Meeting Health and Safety requirements
Meeting contractual service targets and standards
Implementing change and leading others through change
implementing policies, procedures and working practices / Managing budgets
Health Services / Application & Assessment
Skills / Report writing
Use of root cause analysis techniques in managing performance
Enhanced communications – written and oral
Analysing, interpret and present data
Developing plans
Able to make critical decisions quickly and rationally
Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels
Effective engagement and influencing skills
Objective setting
Working to deadlines / Project Management / Application & Assessment
Knowledge / Promote and use contact centre telephony to manage performance / Relevant IT systems used health
Data tracking systems / Application & Assessment

Measures of Performance

Performance will be regularly monitored and assessed via monthly review of business performance, personal objectives and delivery against this job and person specification.

Job Description Agreement

I have read and understood this job and person specification:
...... (Job holder) Date......
...... (Line Manager) Date......

February 2015