Contact Centre Manager

The Portfolio Group
IE - City of Dublin - Dublin
January 9, 2025
Social Care

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 Overview

To 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 team
To provide daily, weekly, monthly reports to the Head of Operations and Head of Counselling as required
Monitor, mentor and ensure counsellors are working in line with clinical governance and the daily goals set out within internal policies
Implement and maintain new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocols
Take responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays
Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback
To identify areas of learning and amongst the team and ensure relevant training is provided
To 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 policy
To assist the investigation and outcome of complaints and liaise with clients and service managers regarding service issues
Increase 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 required
To hold fortnightly one-to-one meetings with individual team members
To support and provide training to new starters and ensure the successful completion of induction, including final sign off to go live on the helpline
Ensure compliancy by all staff in assessing eligibility and identifying callers accurately using the telephony system and following the internal entitlement policy
Attend and be prepared for monthly EAP Managers Operations meeting in conjunction with the Management Team
Ensure team absence management procedures are adhered to within a timely manner
To 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 levels
To act as a clinical point of contact for external companies, attending quarterly meetings, providing thought leadership, guidance on developments to improve mental health within organisations
To 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 Counselling
High 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 For
BACP CBD Hub
Up to £60 Per Month for Supervision
Inhouse Supervision
Monthly Incentives Such as Weekends Away!
Supervision
25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years' service)
Birthday Off/Mental Health Day
Profit Share Scheme
Perkbox (staff discount scheme)
Christmas Bonus After 3 Years of Service
Contributory Pension Scheme
Fab Fridays - Dress Down & Free Treats
Allied Pride Network
Social Events Throughout the Year
Free Breakfast on Mondays
Free Annual Flu Vaccine
Private health insurance after 5 years' service
Life Insurance
Discounted Eye Test - Discounted Glasses/Contact Lenses Prescription

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Read the full job description and apply online on the recuiter's web-site

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