Contact Centre Team Leader

About the role

MoleMap’s Contact Centre is the first point of contact for patients booking skin checks and the engine behind outbound and follow‑up activities. The Contact Centre Team Leader supports day‑to‑day operations, provides coaching, and acts as the trusted second‑in‑command to the Contact Centre Manager, ensuring smooth service delivery.

Key responsibilities

• Conduct regular one‑on‑ones, call reviews and side‑by‑side coaching for inbound, outbound and admin agents.
• Set clear performance expectations, identify skill gaps and deliver targeted training.
• Support agents during escalations and complex customer conversations, turning them into coaching opportunities.
• Own real‑time queue management across phones, callbacks and admin work, balancing staffing against volume.
• Maintain service levels, wait times and call abandonment within agreed ranges.
• Build and manage fortnightly rosters aligned with forecast demand across ANZ, coordinating leave, breaks and shift changes.

Required profile

• Proven experience leading contact‑centre teams and driving performance.
• Strong coaching and development skills with a focus on continuous improvement.
• Ability to manage real‑time queues and adjust staffing to meet service targets.
• Excellent communication skills and a customer‑centric mindset.
• Resilient problem‑solver who can handle escalations confidently.

Required skills