Call Centre Team Lead

PRIMARY FUNCTION

We are seeking an experienced and motivated Call Centre Team Lead to manage and support our Call Centre – Inside Sales team. The Team Leader will play a key role in managing daily operations, coaching staff, tracking team performance, and collaborating closely with the clinical and patient care teams. This position requires a strong background in sales and customer service, along with a passion for healthcare accessibility and patient experience.

KEY RESPONSIBILITIES & DUTIES

Leadership & Team Management

• Supervise a team of Call Centre Staff – Inside Sales handling inbound calls.


• Provide coaching, support, and regular feedback to enhance individual and team performance.


• Lead daily huddles, track KPIs, and implement strategies to drive sales conversion and patient engagement.


• Handle escalations from team members and provide solutions aligned with business and clinical protocols.


• Support training and onboarding of new team members.
  
  

Sales Operations & Quality Oversight

• Monitor call quality, lead handling, and documentation accuracy to ensure compliance with internal procedures and patient care standards.


• Review and analyze sales and service metrics; identify gaps and implement performance improvement plans.


• Collaborate with teams to refine workflows and improve overall conversion.

Customer Experience & Collaboration

• Ensure a high standard of professionalism and empathy is delivered across all patient interactions.


• Contribute to the development and refinement of scripts, processes, and patient communication strategies.

Reporting & Strategy

• Deliver regular reports on team performance, lead quality, conversion rates, and patient feedback.


• Participate in planning sessions to align team objectives with organizational goals.


• Recommend process improvements to enhance team productivity and patient experience.

Qualifications:

• Minimum of 3 years of experience in a call centre or inside sales environment, including at least 1-2 years in a leadership or supervisory role.


• Background in healthcare, patient support, or health-related services is a strong advantage.

Skills and Competencies

• Strong leadership and team management skills with the ability to inspire, coach, and develop team members.


• Proven experience in sales conversion strategies and customer engagement.


• Excellent verbal and written communication skills.


• Analytical mindset with experience using data to drive performance improvements (e.g., KPIs, conversion metrics)


• Ability to manage escalations professionally and provide solutions aligned with protocols.


• Familiarity with CRM or call centre software and tools.


• Strong organizational skills and attention to detail.


• Empathy, patience, and a customer-centric mindset.


• Ability to thrive in a fast-paced, high-volume environment