Call Centre Supervisor

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

PACKAGE: Competitive salary, plus excellent Colleague benefits

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 tele...