Team Leader - Contact Centre

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

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.

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.

Who we are

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