Senior Call Centre Ops Manager — Lead & Coach (Company Car)

Churchill Retirement Living; Southampton; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Company car or cash for car

25 days plus bank holidays

Birthday day off

Private medical insurance (BUPA)

Life assurance

Health screening

Eye care vouchers

Employee discount vouchers

Employee Assistance Programme

Pension scheme

Job summary

Careline Support Ltd. is seeking an experienced Operations Manager / Call Centre Manager to lead our Ringwood-based team. You will oversee operational calls, alarms services and reporting, while driving performance and coaching staff to exceed targets.

You’ll manage KPIs, forecast demand, handle complaints, and work with stakeholders to support growth, all within a supportive, professional environment.

Qualifications

• Extensive experience in call centre management.
• Ability to lead multiple teams and optimise performance.
• Strong English communication and reporting skills.

Responsibilities

• Oversee call centre operations and alarm receiving functions.
• Monitor KPIs, forecast needs and inform strategy.
• Lead, coach and develop teams to exceed targets.
• Manage resource planning, scheduling and overtime.
• Handle complaints and liaise with stakeholders.
• Ensure compliance, data quality and budget adherence.

Skills

Leadership

Call centre ops

KPI monitoring

Forecasting

Budgeting

HR responsibilities

Stakeholder liaison

Job description

Careline Support Ltd. is seeking an experienced Operations Manager / Call Centre Manager to lead our Ringwood-based team. You will oversee operational calls, alarms services and reporting, while driving performance and coaching staff to exceed targets.

You’ll manage KPIs, forecast demand, handle complaints, and work with stakeholders to support growth, all within a supportive, professional environment.