Job overview

The Call Handling Team Leader is responsible for managing the day-to-day operations of the call taking teams within the contact centre. This role involves leading a team of call handlers and quality assurance coaches (QACs), ensuring that all staff are delivering high-quality service in a timely and efficient manner. The Call Handling Team Leader will oversee the performance, motivation, and development of the team, ensuring that operational targets are met, call-handling protocols are followed, and staff are supported through coaching and ongoing development.
To proactively supervise ICC staff to improve and maintain a high standard of response to deliver excellent clinical care to patients, ensuring performance in an efficient, effective and professional manner, in accordance with Trust Policy, performance objectives, national standards, KPIs and local initiatives, in accordance with systems and procedures.
To oversee the use of reso...