Careline Supervisor

2 months ago

Ringwood, Hampshire, United Kingdom Churchill Estates Management Ltd Full time

About the Role

Reporting to the Operations Manager, you will be one of two Supervisors providing support to a growing team of Careline Operators.

As a Call Centre Supervisor, your main responsibilities will include:

  • Supervising, supporting and coaching operational staff to carry out their duties effectively.
  • Recruitment, training, induction, reviews, appraisals and performance management of the team.
  • Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
  • Monitoring live and historical performance against Key Performance Indicators (KPI's), carrying out call audits, providing feedback in a timely manner.
  • Providing statistical analysis and reporting of KPI's, team performance, resilience and integration of new business.
  • Ensuring policies and procedures are updated and applied correctly.
  • Taking investigative and remedial action into operational, service and system issues.
  • When required, the Call Centre Supervisor will carry out the duties of a Careline Operator to support delivery of the service.

About You

You will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting, for example, Call Centre, Contact Centre or Customer Service environment.

We are looking for the very best person to join our business and be part of the next exciting chapter. If you feel you have the skills and attributes to make a difference, apply today.

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