Day Call Centre Team Lead - People & KPI Coach

Churchill Estates Management; Ringwood; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

227 hours annual leave

Birthday day off

Life assurance

Health screening

John Lewis vouchers for expectant_pars

Reward card

Employee Assistance programme

Rewards for referrals

CPD and career progression

Job summary

Churchill Estates Management in Ringwood, Hampshire, is seeking a Call Centre Team Leader for the Day team. The role is office-based with 4-on/4-off day shifts (7:00am-6:30pm and 10:30am-10:00pm), supporting Careline operators delivering 24/7 service across the UK.

You will recruit, train, supervise and develop the team, manage rotas and analyse KPI data, ensuring service standards and policies are followed. IT literacy (MS Office, SharePoint) and strong English skills are essential.

Qualifications

• Proven track record of managing people, organizing resources and rostering.
• Experience in call centre, control room, careline or telecare environments.
• Strong English written and spoken; IT literate.

Responsibilities

• Supervise, coach and support call centre staff to perform duties.
• Recruitment, training, induction, reviews and performance management.
• Manage duty rota and workforce planning to ensure coverage.
• Monitor KPI performance, conduct call audits and provide feedback.
• Provide KPI reporting and analysis; support new business integration.
• Ensure policies are updated and applied.
• Step in as Careline Operator when required.

Skills

People management

Roster management

Analytical skills

MS Office

Tools

MS Office

SharePoint

CRM systems

Job description

Churchill Estates Management in Ringwood, Hampshire, is seeking a Call Centre Team Leader for the Day team. The role is office-based with 4-on/4-off day shifts (7:00am-6:30pm and 10:30am-10:00pm), supporting Careline operators delivering 24/7 service across the UK.

You will recruit, train, supervise and develop the team, manage rotas and analyse KPI data, ensuring service standards and policies are followed. IT literacy (MS Office, SharePoint) and strong English skills are essential.