Call Center Supervisor

Churchill Estates Management; Ringwood; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

24 days annual leave

Birthday leave

BUPA private medical insurance

Life assurance

Health screening

Vouchers for expectant parents

Employee Assistance programme

Referral rewards

CPD and career progression

Job summary

Careline Support Ltd in Ringwood, Hampshire, is seeking a Call Centre Supervisor (Careline Supervisor) to lead a team of operators. This 37-hour role includes shift coverage, staff coaching, and ongoing service delivery for emergencies and non-emergencies across the UK.

You will report to the Operations Manager and supervise a small team, with opportunities for development and progression within the Churchill Retirement group.

Qualifications

• Proven track record of managing people in a busy environment.
• Experience in call centre / telecare settings preferred.
• Ability to stay calm and support staff under pressure.

Responsibilities

• Supervise, support and coach operational staff.
• Recruitment, training, induction and performance reviews.
• Manage duty rota and workforce planning to ensure coverage.
• Monitor KPIs, conduct call audits and provide timely feedback.
• Provide KPI reporting and analysis for the team and operations.
• Ensure policies and procedures are updated and applied.
• Address operational, service and system issues as needed.
• Occasionally perform Careline Operator duties to support the team.

Skills

People management

Roster management

Performance coaching

KPI analysis

MS Office

Tools

MS Office

Job description

• JOB TITLE: Call Centre Supervisor (Careline Supervisor)
• LOCATION: Office based in Ringwood, Hampshire
• HOURS: 37 per week, Monday to Friday. Overtime may be requested occasionally

It’s exciting times at Careline Support Ltd in Ringwood and due to our ongoing success, we are recruiting for a Call Centre Supervisor to join our team in Ringwood, Hampshire.

Our busy team have seen continuous and rapid growth since launching in January 2020, with our Careline Operators providing a dedicated telephone service for emergencies and non-emergencies around the clock, to retired Homeowners right across the UK.

About the role

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

As 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.

This is an amazing opportunity for a current Senior / Team Leader / Supervisor looking for that next step, with excellent opportunities for development and progression in an expanding Company.

About you

Our new Call Centre Supervisor will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting, for example, 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.

Your CV will demonstrate a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology.

The nature of what we do demands a high degree of emotional resilience to handle calls that may be distressing in nature whilst supporting a team of Operators to do the same. You will be able to perform under pressure whilst remaining calm in a crisis, acting as a role-model for the team.

As we are a 24/7 service, it is essential that the Call Centre Supervisor demonstrates a ‘can do’ and flexible attitude to support the team and hours of work. This will include spending time with the night team on occasion and taking a share of the ‘on call’ rota.

You will be IT literate, experienced with MS Office (including Sharepoint/OneDrive) and other call centre or customer database systems. 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.

Your rewards

• 24 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance
• Life assurance
• Health screening
• John Lewis vouchers for expectant parents
• Reward card
• Employee Assistance programme
• Rewards for colleague, client and land referrals
• Opportunities for CPD and career progression across the group

About us

As part of the Churchill Retirement group of companies, 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.

In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry recognised ARMA awards ceremony, underpinning the great work that our team deliver every day.

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.

We are looking for the very best person to join our business and be part of the next exciting chapter.