JOB TITLE: Call Centre Team Leader - Day team
LOCATION: Office based in Ringwood, Hampshire
SHIFTS: Day Team Leader shifts - 4 on/4 off (2 x early shifts 7:00am - 6:30pm and 2 x late shifts 10:30am - 10:00pm)
Join Our Growing Team
Are you looking to join a growing, progressive organisation where you can make a real difference?
This is a fantastic opportunity for someone who is passionate about people, committed to delivering outstanding customer service, and ready to take the next step in their leadership career within a growing organisation.
If you are an enthusiastic, supportive and driven leader who enjoys developing people and creating a positive team environment, we would love to hear from you.
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
As Careline Team Lead your main responsibilities will include:
Supervising, supporting and coaching operational call centre staff to carry out their duties effectively.
Recruitment, training, induction, reviews, appraisals and performance management of the call centre 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.
Our 4-on, 4-off rotating shift pattern is designed to fit seamlessly around busy, active lifestyles. With this schedule, you'll work just 184 days a year (that's essentially half the year off!)
This structure offers you extended breaks without needing to dip heavily into your annual leave. In fact, by usin...
Day Team Leader in Ringwood employer: Careline Support
Join our dedicated team at McCarthy House in Ringwood, where as a Call Operator, you'll not only enjoy competitive pay but also be part of a supportive work culture that prioritises employee well-being and development. With extensive training, flexible weekend shifts, and the unique opportunity to work just half the year while still making a meaningful impact on residents' lives, this role is perfect for those seeking a rewarding career in a friendly environment.
