Contact Centre Manager
3 weeks ago
Portfolio are proud to be exclusively representing our client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Contact Centre Manager to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sector, to business partners, individual users, employees, and their family members.This is an exciting opportunity to support and coach a small team of 8 - 12 frontline counsellors, daily within a fast-paced environment. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs. The Counselling Manager will focus on moving the team forward in always delivering a high-quality service.Job OverviewTo work alongside the EAP management team in coaching their teams to provide in the moment therapeutic support, championing in house interventions, whilst providing assistance and information on a wide range of counselling subjects. To monitor and manage daily goals, service level agreements and quality scoring, ensuring that all are working consistently and in line with organisational expectations.Day To Day Responsibilities as a Contact Centre Manager:Overall responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of teamTo provide daily, weekly, monthly reports to the Head of Operations and Head of Counselling as requiredMonitor, mentor and ensure counsellors are working in line with clinical governance and the daily goals set out within internal policiesImplement and maintain new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocolsTake responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delaysEnsure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedbackTo identify areas of learning and amongst the team and ensure relevant training is providedTo support the counselling team on a day-to-day basis with risk and safeguarding debriefs as an when required and ensure team members are always following the Risk Guidance policyTo assist the investigation and outcome of complaints and liaise with clients and service managers regarding service issuesEnsure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedbackIncrease the amount of availability for inbound calls amongst your team through active interventions and ensure team members are striving for maximum talk time and to achieve the organisational objective of flow out referrals at less than 5%To support with recruitment and attend interviews when requiredTo hold fortnightly one-to-one meetings with individual team membersTo support and provide training to new starters and ensure the successful completion of induction, including final sign off to go live on the helplineEnsure compliancy by all staff in assessing eligibility and identifying callers accurately using the telephony system and following the internal entitlement policyAttend and be prepared for monthly EAP Managers Operations meeting in conjunction with the Management TeamEnsure team absence management procedures are adhered to within a timely mannerTo provide on call duties, to ensure the 24/7 counselling helpline have an escalation point for any risk and safeguarding cases, including appropriate absence and lateness reporting, and always ensuring sufficient staffing levelsTo act as a clinical point of contact for external companies, attending quarterly meetings, providing thought leadership, guidance on developments to improve mental health within organisationsTo complete MI clinical commentaries as and when required, providing thought leadership and clinical insight regarding themes and trends Desirable Skills and Competencies:Experience in data entry, scheduling, and diary management. With excellent communication and customer service skills.Self-sufficient, innovative, and driven with the ability to work independently or as part of a team.Minimum diploma level 4 in CounsellingHigh level of computer literacy (MS Office, Word, Excel, and PowerPoint)Experience working within an employee assistance programme. Employee Benefits:BACP (or equivalent) Membership and Accreditation Paid ForBACP CBD HubUp to £60 Per Month for SupervisionInhouse SupervisionMonthly Incentives Such as Weekends AwaySupervision25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years' service)Birthday Off/Mental Health DayProfit Share SchemePerkbox (staff discount scheme)Christmas Bonus After 3 Years of ServiceContributory Pension SchemeFab Fridays - Dress Down & Free TreatsAllied Pride NetworkSocial Events Throughout the YearFree Breakfast on MondaysFree Annual Flu VaccinePrivate health insurance after 5 years' serviceLife InsuranceDiscounted Eye Test - Discounted Glasses/Contact Lenses Prescription P(phone number removed)LS2R9INDIRE
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