Truly Dental has an excellent opportunity for an experienced Call Centre Team Leader to join our growing team in our patient centric call Centre in Tullamore Co Offaly.
We are currently hiring for a Full time position.
Duties and Responsibilities: Team Management Leadership Lead, motivate, and support a team of call centre agents to achieve individual and team targets Provide daily guidance, coaching, and feedback to improve performance and morale Conduct regular one-to-one meetings, team briefings, and performance reviews Manage attendance, punctuality, scheduling, and shift adherence Performance Monitoring Quality Assurance Monitor call quality, customer interactions, and compliance with company standards Track KPIs such as call handling time, customer satisfaction, resolution rates, and productivity Identify performance gaps and implement improvement plans where required Ensure agents follow scripts, processes, and regulatory requirements Customer Service Escalations Handle escalated customer complaints and complex queries professionally Ensure customer issues are resolved efficiently and to a high standard Act as a point of contact between agents and management for operational issues Training Development Support onboarding and training of new team members Deliver ongoing coaching, call listening sessions, and refresher training Identify training needs and work with management or training teams to address skill gaps Compliance Health Safety Ensure adherence to company policies, data protection, and regulatory standards Promote a positive, safe, and inclusive working environment Address conduct or disciplinary issues in line with company procedures The Ideal Candidate: The ideal candidate will be an experienced customer service professional with a proven background in team leadership within a call centre or customer service environment.
You will demonstrate: Previous experience in a Team Leader or Supervisor role Strong people management and coaching capabilities Excellent communication skills, with the ability to manage performance and handle escalated customer issues Experience monitoring KPIs and driving team performance against targets Strong organisational skills and attention to detail Confidence using customer service systems and performance reporting tools You will be professional, results-driven, and able to perform effectively in a fast-paced, customer-focused environment.
Our offer to you: A competitive salary A higher Sunday rate Dentally software training and other platforms Paid overtime Flexible working shifts Clinical support guidance Room for development