Assistant Call Centre Manager

The main purpose of the role will be to provide operational support to the Call Centre Manager in the day-to-day running of Shropdocs Call Centre, enabling the delivery of our portfolio of clinical services. The role will deputise for the Call Centre Manager according to operational requirements. The post holder will be responsible for managing crises during escalation and disaster recovery situations. Additional duties will include providing administrative support for the non-clinical rota, assisting with recruitment and training, and offering general administrative support to the daytime clinical services. The postholder will also be expected to work flexibly to cover Team Leader shifts out of hours during periods of absence. 1. KEY TASKS AND RESPONSIBILITIES Supervision Responsibilities You will deputise for the Call Centre Manager in their absence, having 1-2-1s with Team Leaders to discuss any day-to-day issues that may arise during the covering period. You will support the Call Centre Manager in effectively managing the development, promotion and maintenance of a healthy employee relations culture and staff engagement. You will build and maintain collaborative and productive working relationships with various stakeholders offering practical advice and guidance regarding operational matters. You will work closely with Call Centre Manager to monitor and drive individual and team performance. You will be expected to manage and coordinate elements of service provision, projects and procedures, to support the Call Centre Manager. Support the Call Centre Manager with the investigations of complaints and incidents, actioning any outcome as necessary. To support with planning preparation for bank holidays. Liaising with SATH regarding outpatient appointments availability, updating operational systems and opening/closing phone lines as needed. Call Centre Rota Management Take responsibility for maintaining an up-to-date and fully staffed Call Centre Rota, ensuring compliance with Working Time Regulations. Accurately record and track any shift changes, holidays, sickness, or other employee absences to ensure that staffing levels are appropriately managed. Collaborate with Human Resources Department to ensure that all attendance and absence records are accurate and monitored in accordance with organisational policies and regulatory requirements. To be responsible for monitoring staffing levels and proactively identify recruitment needs as they arise. Accurately record and update all staff adjustments for the Call Centre in the Rotamaster system, ensuring real-time tracking of scheduling changes and staff allocations. Ensure the complete administration of the Call Centre Rota is consistently maintained, adhering to organisational policies and procedures, and promptly address any discrepancies or issues that arise. Maintain the Manager on Call Rota on behalf of the Operational Managers. Attend the Rota Team operational team meetings on a regular basis. Training Responsibilities Proactively identify and assess the training needs and acting as a mentor and coach. Ensure that all statutory and mandatory training requirements for the Call Centre are consistently up to date. This includes monitoring statutory and mandatory training, tracking completion, and ensuring that all employees complete necessary training within required timelines. Work closely with relevant Team Leaders to identify any outstanding training to ensure compliance. To be responsible for arranging all Protected Learning Time Sessions, when Shropdoc covers daytime General Practice closures. Policy and processes Take responsibility for ensuring that all relevant policies, procedures, training materials, handbooks, and training aids are regularly reviewed, updated, and maintained to reflect the most current standards, regulations, and best practices. Take the initiative to identify opportunities for process improvements and implement new procedures as needed to enhance operational efficiency, meet changing business requirements, or address specific challenges. Recruitment and onboarding To be responsible for recruitment and onboarding in the Call Centre, liaising with the Human Resources Department. Other responsibilities To provide operational support for all work streams within the Call Centre on a day to day basis. Be the Smartcard Sponsor, responsible for coordinating the issuance of new Smartcards as required, managing staff user profiles, and overseeing all aspects of Smartcard administration. Provide support and actively participate in relevant meetings as required by the role. This includes preparing for and attending meetings, contributing to discussions, and ensuring that key information and updates are communicated effectively. Collaborate with team members and stakeholders to address any issues, share insights, and support decision-making processes that align with organisational goals and priorities." Support in the coordination of all staff appraisals and 1-2-1 meetings, ensuring they are conducted in accordance with organisational policies and procedures, and ensuring timely completion for all staff members. Responding to ad hoc queries from Team Leaders and employees and provide advice and support when requested. To liaise with the IUC Directory of Services Lead to ensure that the 111 Directory of Services (DoS) is up-to-date. In liaison with the Call Centre Manager, ensure the ongoing readiness and operational functionality of the Disaster Recovery Site (Oswestry) to guarantee swift and effective activation in the event of an emergency. This includes regularly testing systems, performing routine maintenance, and monitoring infrastructure to ensure it meets all operational requirements. Work proactively to address any potential issues and ensure that the site is always prepared for immediate deployment, minimizing downtime and ensuring business continuity during critical situations. To provide support to Clinicians to enable the smooth running of our day-time Clinical services.

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