Contact Centre Team Lead

Purpose:
Lead, coach, and motivate a contact centre team to consistently hit KPIs while delivering excellent customer/patient care. Drive performance, maintain call quality, and support team development in line with company values.
Key Responsibilities:

Lead, mentor, and develop Contact Centre Assistants to achieve targets and KPIs.
Monitor outbound activity, ensuring priority campaigns are dialled efficiently.
Coach team on booking appointments, maintaining a ‘familiar voice’ for clients.
Conduct live and recorded call reviews; provide weekly feedback.
Ensure team compliance with GDPR, Data Protection, and company policies.
Maintain high standards of patient/customer care on all calls.
Meet individual and team KPIs: dials, call conversions, appointments, and show rates.
Assist with IT, ATRT, and system training as needed.
Support cross-functional initiatives and perform other duties as assigned.

Requirements:

Proven leader, coach, and motivator in high-volume call environments.
Strong Microsoft Office skills (Excel, Word, PowerPoint) and experience with call monitoring & CRM systems.
Excellent telephone skills and customer service track record.
Strong written and verbal communication skills.

Traits for Success:

Leadership and team motivation.
Process-driven with excellent organisational skills.
Confident, flexible, reliable, and proactive.
Strong time management and efficiency under pressure.

Ready to take the next step? Apply now.

INDCLA