Call Centre Team Leader Position in Hampshire
1 month ago
We are seeking an experienced Call Centre Supervisor to join our team at Careline Support Ltd in Ringwood, Hampshire. As a key member of our management team, you will be responsible for leading and developing a growing team of Careline Operators.
About the Role
The successful candidate will have a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology. You will be responsible for supervising, supporting and coaching operational staff to carry out their duties effectively, as well as recruiting, training, induction, reviews, appraisals and performance management of the team.
You will also be responsible for 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. Additionally, you will provide statistical analysis and reporting of KPI's, team performance, resilience and integration of new business.
Requirements
To be successful in this role, you will need to have experience of working in a similar setting, such as a Call Centre, Control Room, Careline or Telecare environment. Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process would be desirable. You will possess a high standard of written and spoken English, numeracy and analytical skills. A full driving licence and use of a vehicle is essential.
Salary and Benefits
The salary for this position is £40,000 - £50,000 per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits, including 24 days annual leave, plus Bank holidays, Extra day off on your Birthday, BUPA private medical insurance, Life assurance, Eye care vouchers, John Lewis vouchers for expectant parents, Employee Assistance programme, 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.
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