Call Centre Operations Manager

2 months ago

Ringwood, Hampshire, United Kingdom Churchill Estates Management Ltd Full time
About the Role

We are seeking an experienced Operations Manager / Call Centre Manager to lead our call centre team in Ringwood, Hampshire. As a seasoned professional, you will be responsible for the operational efficiency of the call centre, resource levels, management of colleagues and compliance, ensuring that the call centre meets high-quality call standards, reporting, complaints handling, and database administration.

Key Responsibilities
  • Continual organisational change, leadership, and improvement to exceed customer expectations
  • Effective management and monitoring of operational KPIs and performance, forecasting, and informing business strategy
  • Analysis and reporting on key deliverables
  • Driving operational team standards, motivating, and coaching for high performance
  • Resource planning, overtime management, and shift optimisation
  • HR responsibilities such as performance and absence management, recruitment, and training
  • Complaints escalation; conducting operational client review meetings where necessary
  • Liaison with key stakeholders at all levels, including customers, internal colleagues, suppliers, and Executive Board
  • Insight into external marketing influences, competitors, and opportunities, ensuring the website is fit for purpose and supporting new business development
  • Budget holder
About You

We are looking for a highly accomplished Call Centre Manager with in-depth experience of call centre operations. It would be advantageous if your background includes experience of a Careline or Telecare function. You will be able to provide clear direction, inspire, motivate, and coordinate teams, develop people through delegation, empowerment, and coaching, quickly understand complex issues, use rational judgment with a methodical approach, being solutions-oriented, collaborative, and communicative in style with an excellent standard of written and spoken English, sound financial awareness and numerical ability, demonstrate excellent time management, prioritization, and ability to multi-task, self-motivated, driven, and resilient to meet and exceed targets and objectives, robust nature, able to work under pressure, flexible, and creative, able to adapt quickly within a growing and changing marketplace with great commercial acumen, and role-model and ambassador for Careline Support.

Your Rewards
  • Competitive salary
  • Company car or 'cash for car' incentive
  • 25 days annual leave, plus Bank holidays
  • Extra day off on your Birthday
  • BUPA private medical insurance for yourself and partner
  • Life assurance (twice salary)
  • Health screening
  • Eye care vouchers
  • John Lewis vouchers for expectant parents
  • Reward card
  • Employee Assistance programme
  • Rewards for colleague, client, and land referrals
  • Group pension scheme
  • Opportunities for CPD and career progression across the group
About Us

Careline Support Ltd provides a telephone support service to over 11,000 retired Homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement. We are committed to maintaining a first-class level of service at all touch points. The creation of Careline has enabled us to elevate our service and our amazing call handling team ensures that no-one is left alone in an emergency.

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