Call Centre Team Lead

4 weeks ago

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

We are seeking an experienced Call Centre Supervisor to join our team in Ringwood, Hampshire. As a key member of our operations team, you will be responsible for supervising and supporting a team of Careline Operators to deliver exceptional customer service.

Main Responsibilities:

  • Supervise and support a team of Careline Operators to ensure they are equipped to handle customer calls effectively.
  • Recruit, train, and develop team members to achieve their full potential.
  • Manage the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
  • Monitor performance against Key Performance Indicators (KPIs) and provide feedback to team members.
  • Provide statistical analysis and reporting of KPIs, team performance, and integration of new business.
  • Ensure policies and procedures are up-to-date and applied correctly.
  • Investigate and resolve 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

We are looking for an experienced Call Centre Supervisor with a proven track record of success in managing people, organising resources, and analysing data. You will have excellent communication and interpersonal skills, with the ability to work under pressure and remain calm in a crisis.

Requirements:

  • Experience of managing a team in a call centre or customer service environment.
  • Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process.
  • IT literacy, with experience of MS Office and other call centre or customer database systems.
  • High standard of written and spoken English, numeracy, and analytical skills.
  • A full driving licence and use of a vehicle.
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 and are looking for the very best person to join our business.

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