[ad_1]
Contract time: Full time 37 hours per week
Contract type: Fixed-term, 12-month secondment
Closing date: Wednesday, February 28, 2024 11:59 p.m.
Are you working on supporting the regulation of health and social care within the UK?
When you think about what drives you at work every day, what keeps you motivated and passionate about your work, what comes to mind? I end each day knowing that I have made a difference in the lives of people I work with. We enable health and social care services to provide people with safe, effective, compassionate and high-quality care and encourage improvements in care services. We are looking for people who are caring, exhibit integrity, work well as part of a team, and who share this sense of accomplishment with us. If you want to help make a positive impact on health and social care in the UK, keep reading.
Why would this be a great role for you?
Responsible monitoring and intraday/real-time analysis of contact center performance allows you to optimize available resources to meet performance goals in an efficient and cost-effective manner. Masu.
what we can offer you
Your health and well-being are important to us and we offer generous annual leave (starting from 27 days, up to 32.5 days depending on length of work, plus 8 bank holidays), cycle commuting schemes, discount gym vouchers, Supported through access to free employee assistance. 24 hour service. We also understand the importance of financial health and offer NHS pension scheme membership, contributing around 14% of your basic salary. He also has discounts on supermarkets, high street stores, electronics and vehicles, as well as an in-house benefits scheme where he can earn a voucher or two. All of our homeworkers have everything they need to work from the comfort of their own home.
We want to help you succeed and perform at your best by providing training and development opportunities, along with the support of experienced managers and mentors.
We aim to make working at CQC a great experience for everyone and to be an example of a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their full potential to work, we are working with the Racial Equality Network, the LGBT+ Equality Network, the Carers Equality Network, the Disability Equality Network and the Gender Equality Network. We support a variety of staff networks, including:
What to bring
Experience in a contact center environment with a proactive and proactive approach to live real-time settings. Experience working within a team that upholds the values to which we are committed. We understand the importance of real-time teams and their broader colleagues across the contact center.
responsibility:
Takes personal responsibility for achieving personal goals, team service levels and ensuring high quality work, contributing to a high performance culture. Understand how your role contributes to the broader goals of your team, department, and organization.
Responsible for live reporting of advisor and service performance against SLAs.
Responsible for live monitoring and ensuring staff utilizes correct user states and adheres to schedules.
Responsible for skill set changes and schedule adjustments as necessary to achieve performance goals.
Responsible for making real-time schedule changes and adjusting same-day forecasts, including absences.
We provide solutions that monitor real-time call flows, respond to peaks in demand, take ownership, and protect performance goals.
Collaborate with real-time colleagues to take a proactive approach to resolving issues to protect performance.
Analyze performance to provide insights, identify trends, and escalate risks and issues as necessary.
Provide detailed MI and qualitative descriptions for all reports sent by the real-time delivery team.
Operates in line with appropriate standard operating procedures, guidance, legislation, CQC HR policy, health and safety legislation and other requirements of the Commission.
Attend all required training and other designated training to support your own development.
Maintains an understanding and awareness of CQC policies and procedures and ensures their consistent application and promotion in daily practice.
Actively contribute and engage in the performance development review process by ensuring appropriate documentation is completed.
Demonstrate applying CQC values and behaviors in all interactions, raising awareness and improving practice regarding the promotion of equality and diversity and human rights within the workplace.
Responsible for individual and collective compliance with knowledge and information management, information security policies and procedures.
All duties are performed according to your role and responsibilities.
Required skills and experience:
Education to GCSC or equivalent qualification level or ability to demonstrate relevant work experience.
Proficiency with Microsoft Office applications such as Word and Excel and other related software.
Strong communication skills with the ability to engage effectively at all levels.
Experience and skills in using employee management systems (Verint preferred)
Demonstrates a deep understanding of contact center resource planning and scheduling processes.
Ability to flexibly adapt and work in a fast-paced and changing environment.
Demonstrates awareness of equality, diversity and human rights in a customer service environment.
Previous contact center environment experience.
Desired skills and experience:
Has knowledge and understanding of the role of CQC in health and social care settings.
For an informal discussion or more information about this role, please contact Max Turner, Capacity Planning Manager at:
Individual adjustment
We are committed to being open and transparent about our process and strive to give all candidates the opportunity to perform at their best throughout the recruitment process. We strive to support candidates in identifying potential challenges and working with them to identify and facilitate reasonable adjustments where necessary. If you require assistance or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of our team via email.
Notes for internal candidates:
As this is a secondment/fixed-term opportunity, it is important that you read our recruitment and selection policy on secondments carefully and discuss your application with your line manager before applying. Line managers need to consider the impact of the release and agree whether it can be released in a specific time period and whether the secondment is a growth opportunity or meets a business need.
Notes for external candidates:
CQC is currently undertaking an organizational transformation program which includes the creation of a new target operating model. This role is available on a fixed-term contract as part of the transition process to the new model. Learn more about.
CQC is committed to promoting a fair and inclusive workplace where all employees can thrive and achieve their full potential. We recognize that diverse teams enable a more creative and productive environment, and that’s why we work with people of all ages, sex/gender, gender identity and expression, religion and belief, disability, ethnicity and sexuality. We encourage applications from everyone, regardless of their orientation.
our value
Excellence Meeting the challenge of becoming a high-performing organization
Compassion Treat everyone with dignity and respect
Integrity Demonstrates a passion for doing the right thing
Enable teamwork to achieve peak performance
[ad_2]
Source link
Leave a Reply