Call Centre Operations Manager

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Care first is a leading provider of Employee Assistance Programmes. We are proud to part of Priory - the leading independent provider of mental healthcare and adult social care in the UK.

We offer a comprehensive set of services designed to help employers provide a balanced and healthy working environment.

Job Advert Role Description

Care First are currently looking for a Call Centre Operations Manager to manage and lead the Call Centre to ensure that there are appropriate numbers of Telephone Counsellors working each day & night to meet the contractual SLAs as agreed in our contracts with customers.

The post holder will also be responsible for motivating and encouraging the helpline team in our busy call centre to reach their full potential.

The successful candidate should have a pragmatic approach to work with excellent communication skills and time management.

Responsibilities include but are not limited to:

• Effective forecasting of call volumes and associated resource planning, to ensure sufficient numbers of telephone counsellors and telephone information specialists are on duty to meet business requirements and to reduce the need for calls to be answered by a third party provider.
• Monitor and improve telephone handling and other associated procedures, working closely with the Counselling Services Operations Manager, Clinical Director and wider Senior Leadership team to implement required changes.
• Highlight any issues impacting quality and service to the Clinical Director and Senior Leadership teams immediately.

Division DBS info

About us

As one of the UK's leading providers of behavioural care and specialist support services, Priory promise a challenging and fulfilling career with the support of a world class organisation willing to invest in your development. Across our network of hospitals, residential care homes and supported living services, we are making a real and lasting difference to the lives of the people we support.

As part of our wider infection control efforts, and to meet our commissioner and customer requirements, we continue to record vaccination status for all colleagues and we therefore request that you disclose this information as part of your Pre-Employment checks. Your vaccination status will not affect any offer of employment and will be held in line with GDPR requirements. We thank you for your understanding.

Disclosure

All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer. Priory will cover the cost of a DBS check.

Job Description

8.0_Call_Centre_Operations_Manager_JD_v2_040924_FINAL.docx

Closing Date

30/11/2024