Call Centre Supervisor - 24/7 Careline Team Leader

Churchill Estates Management

Ringwood

On-site

GBP 26,000 - 38,000

Full time

10 days ago

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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

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

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