Lead, Contact Centre – Clinical Trial Recruitment

Clinibase; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Clinibase is seeking a highly motivated Team Leader to join our recruitment team. You will lead a team of Clinical Trial Recruitment Specialists to ensure customer satisfaction, productivity, and efficiency.

You'll coach performance, manage escalations, and work with study and site teams to move participants from first contact to clinic, turning insights into improved results in a fast-paced environment. Clinical trial experience is highly regarded.

Qualifications

• Extensive experience leading a call centre or customer service team.
• Proven ability to coach, review performance and meet targets.
• Excellent communication and interpersonal skills.
• Strong data analysis and decision-making capabilities.
• Clinical trial experience is highly regarded.

Responsibilities

• Lead, coach and develop the team with regular one-on-ones and reviews.
• Monitor performance against targets and coach underperformers.
• Handle escalated calls and guide complex conversations.
• Collaborate with study and site teams to streamline participant flow.
• Translate feedback into practical recommendations to improve results.

Skills

Leadership

Team management

Communication

Data analysis

Problem solving

Multi-tasking

Call centre software

Clinical trials

Analytical thinking

Call centre knowledge

Tools

Call centre software

CRM tools

Job description

Clinibase is seeking a highly motivated Team Leader to join our recruitment team. You will lead a team of Clinical Trial Recruitment Specialists to ensure customer satisfaction, productivity, and efficiency.

You'll coach performance, manage escalations, and work with study and site teams to move participants from first contact to clinic, turning insights into improved results in a fast-paced environment. Clinical trial experience is highly regarded.