Call Centre Team Lead

About the role

We are seeking an experienced Call Centre Team Lead to join our dental centre in the Orchard Central Region. This is a full-time position that offers a fantastic opportunity to lead, mentor and develop a high-performing team whilst driving operational excellence. As Team Lead, you will be responsible for overseeing daily call centre operations, ensuring service quality standards are met, and fostering a positive team environment. This role is pivotal in delivering exceptional customer service to our patients and supporting the broader objectives of our growing dental healthcare organisation.

Key responsibilities

• Supervise and manage a team of call centre staff, ensuring adherence to performance targets and service level agreements
• Monitor call quality, handle time and customer satisfaction metrics, implementing corrective actions where necessary
• Conduct coaching, training and performance feedback sessions to develop team members and enhance their skills
• Schedule staff and manage workforce planning to ensure adequate coverage during peak periods
• Investigate and resolve customer complaints, escalating complex issues appropriately
• Maintain accurate records of team performance, attendance and adherence to company policies
• Contribute to the development and implementation of call centre processes and procedures
• Foster a collaborative and motivating team culture that promotes employee engagement and retention
• Liaise with other departments to ensure seamless coordination of patient services
• Report on team metrics and performance to senior management on a regular basis

What we're looking for

• Minimum of 2-3 years' experience in a call centre supervisory or team lead role
• Proven track record of successfully managing and motivating team members
• Strong knowledge of call centre operations, systems and best practices
• Excellent communication and interpersonal skills with the ability to engage effectively with staff at all levels
• Proficiency in call centre software, CRM systems and Microsoft Office applications
• Ability to analyse data and interpret performance metrics to drive improvements
• Strong problem-solving skills and the ability to remain calm under pressure
• Customer-focused mindset with a commitment to delivering exceptional service
• Flexibility and adaptability in a fast-paced environment
• Experience in the healthcare or dental industry is advantageous but not essential

What we offer

• Competitive salary package commensurate with experience and qualifications

• Opportunities for professional development and advancement within the organisation

• A supportive and collaborative work environment with a dedicated team

• Comprehensive staff benefits including health and wellness programmes

• Training and mentoring support to help you succeed in the role

• The satisfaction of working in a healthcare setting and making a positive impact on patient experiences

About us

We are a leading dental healthcare provider dedicated to delivering high-quality, patient-centred care. With a strong commitment to excellence and innovation, we strive to create a welcoming environment for our patients and a rewarding workplace for our team members. Our mission is to provide comprehensive dental services that enhance the oral health and wellbeing of the communities we serve. We pride ourselves on our customer service excellence, clinical expertise and professional integrity, making us an employer of choice in the dental healthcare sector.

Ready to apply?

If you are an experienced team lead with a passion for delivering outstanding customer service and developing high-performing teams, we would love to hear from you. Please submit your CV, a cover letter and any relevant supporting documents. Apply now to join our dynamic team.