Careline Team Lead | 24/7 Call Centre Leadership
Careline Support Ltd
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Benefits offered by this job
Job summary
Careline Support Ltd offers a demanding leadership role in a busy UK call centre, driving a supportive team culture and ensuring top performance. You will lead, coach and develop staff, manage rosters, monitor KPIs and act on insights to improve service levels across the 24/7 operation.
The role requires resilience, excellent English communication and a proactive approach to people development with clear progression opportunities within the group.
Qualifications
- Experience leading call centre teams and developing people.
- Strong scheduling, resource planning and KPI monitoring skills.
- Proven ability to coach, review performance and drive improvements.
Responsibilities
- Supervise, support and coach call centre staff to perform duties effectively.
- Recruitment, training, inductions, reviews and performance management.
- Manage duty rota and workforce planning to ensure adequate coverage.
- Monitor KPI performance, carry out audits and provide feedback.
- Provide reporting on KPI, performance and integration of new business.
- Ensure policies and procedures are updated and applied.
- Be ready to cover Careline Operator duties when needed.
Skills
Job description
Careline Support Ltd offers a demanding leadership role in a busy UK call centre, driving a supportive team culture and ensuring top performance. You will lead, coach and develop staff, manage rosters, monitor KPIs and act on insights to improve service levels across the 24/7 operation.
The role requires resilience, excellent English communication and a proactive approach to people development with clear progression opportunities within the group.
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