Team Leader, Contact Centre — Medical Trials

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

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.