Overview
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.
Responsibilities
* 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 (KPIs), 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.
About You
Our new Careline Team Lead will be in an existing Call Centre, Control Room, Careline or Telecare environment. Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process would be desirable. Your CV will demonstrate a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology. The nature of what we do demands a high degree of emotional resilience to handle calls that may be distressing in nature whilst supporting a team of Operators to do the same. You will be able to perform under pressure whilst remaining calm in a crisis, acting as a role-model for the team. As we are a 24/7 service, it is essential that the Call Centre Supervisor demonstrates a \'can do\' and flexible attitude to support the team and hours of work. This will include spending time with the night team on occasion and taking a share of the \'on call\' rota. You will be IT literate, experienced with MS Office (including Sharepoint/OneDrive) and other call centre or customer database systems. You will possess a high standard of written and spoken English, numeracy and analytical skills. A full driving licence and use of a vehicle is essential.
How You’ll Be Rewarded
* Competitive salary
* 227 hours annual leave
* Extra day off on your Birthday
* Life assurance
* Health screening
* Eye care vouchers
* John Lewis vouchers for expectant parents
* Reward card
* Employee Assistance programme
* Rewards for colleague, client and land referrals
* Group pension scheme
* Opportunities for CPD and career progression across the group
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