Team Leader - Contact Centre

Clinibase Pty Ltd; Melbourne; On-site; AUD 75,000 - 95,000; Full time

Job summary

Clinibase Pty Ltd is seeking a dedicated Team Leader to guide a growing team of Clinical Trial Recruitment Specialists in Melbourne. You will coach and monitor performance, ensuring high customer satisfaction and efficient progress from first call to clinic.

The role emphasizes leading a fast-paced team, analysing call data, and delivering actionable improvements to processes. Experience in clinical trials is highly regarded.

Qualifications

• Previous experience in a call centre or customer service.
• Experience managing a team of call centre reps.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Ability to analyse data and make data-driven decisions.
• Clinical Trial experience is advantageous.

Responsibilities

• 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.

Skills

Team leadership

Call centre experience

Communication skills

Data analysis

Performance coaching

Interpersonal skills

Problem solving

Tools

Call centre software

Job description

$75,000 – $95,000 per year ( including Super )

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 fast-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