Every new medicine starts with people willing to take part in a trial. Clinibase finds those people. Our contact centre speaks with members of the public every day, helps them understand whether a study might suit them, and supports them right through to their first visit at the clinic.
Who we are
Clinibase is a participant recruiting company. Our role is to help find participants to take part in new and exciting medical trials. We take care of participants from initial contact all the way through to arriving at the clinic to meet with medical staff.
We are seeking a highly motivated and experienced Team Leader to join our dynamic and growing team. You will be responsible for leading a team of Clinical Trial Recruitment Specialists to ensure the highest level of customer satisfaction, productivity, and efficiency.
What you’ll be doing
Leading, coaching and developing your team, with regular one on ones, call reviews and performance conversations
Keeping the team focused and productive throughout the day so daily priorities are met
Monitoring team and individual performance against targets, and coaching anyone who’s falling short
Taking ownership of escalated calls and guiding the team through more complex conversations
Working with our study and site teams to improve how participants move from first call to clinic
Turning team feedback and call insights into practical recommendations that improve results
Requirements:
Previous experience in a call centre or customer service environment
Experience managing a team of call centre representatives.
Excellent communication and interpersonal skills.
Strong leadership and team management skills.
Ability to work in a rapid-paced environment and handle multiple tasks simultaneously
Knowledge of call centre technology and software.
Ability to analyse data and make data-driven decisions.
Excellent problem-solving and decision‑making skills.
Clinical Trial experience will be highly regarded
#J-18808-Ljbffr
📌 Team Leader - Contact Centre (Melbourne)
🏢 Clinibase
📍 Melbourne
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.