Call Centre Team Leader

JOB TITLE: Careline Team Lead LOCATION: Office based in Ringwood, Hampshire SHIFTS: Rolling day shifts – 4 on/4 off (x2 07:00 – 18:30 and x2 10:30 – 22:00 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 Team Lead 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 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 anal…