Team Lead, Customer Support Associate (Contact Centre)

Role Summary

Virtual Service Centre serves as NHG Health’s single digital front door to connect to our Central-North residents to accessible community health and healthcare services. As our Team Lead, you'll be the driving force behind a dedicated team of Customer Service Agents, ensuring every interaction delivers the care and support for our community. This is your opportunity to shape service excellence whilst developing the next generation of customer service professionals in a role that directly impacts lives.

Key Responsibilities

1. Champion your team's success by providing daily guidance, support, and meaningful engagement initiatives that help your CSAs thrive whilst fostering a culture where everyone feels valued and motivated to excel.
2. Monitor and elevate performance by tracking real-time metrics (Average handling time, service level, abandonment rates), conducting systematic call monitoring, and delivering personalised coaching sessions that drive both individual growth and consistent service standards.
3. Drive successful outcomes by managing escalated customer cases and enquiries, ensuring timely resolution whilst maintaining service quality.
4. Uphold excellence by maintaining strict adherence to Standard Operating Procedures, regulatory compliance requirements, and established quality frameworks.
5. Orchestrate seamless operations through strategic workforce planning activities including roster management, attendance monitoring, and leave coordination to optimise resource allocation.
6. Deliver strategic insights by preparing comprehensive performance reports and analytics that inform senior management decision-making.
7. Conduct effective training to ensure call service agents are effectively equipped to uphold service standards

Requirements

1. Diploma or Degree in any field of study
2. Three to five years of experience in contact centre or customer service operations, with demonstrated supervisory or team leadership experience. Experience in healthcare operations is advantageous
3. Strong coaching and people management skills with proven ability to motivate and develop team members
4. Proficiency in call centre systems such as Webex or equivalent platforms is preferred
5. Good analytical skills with ability to interpret performance data and implement improvement strategies
6. Good written and verbal communication skills

Candidates must be available to work alternative Saturday half-days (mornings) as part of the role's operational requirements.