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 & LeadershipLead, motivate, and support a team of call centre agents to achieve individual and team targetsProvide daily guidance, coaching, and feedback to improve performance and moraleConduct regular one-to-one meetings, team briefings, and performance reviewsManage attendance, punctuality, scheduling, and shift adherencePerformance Monitoring & Quality AssuranceMonitor call quality, customer interactions, and compliance with company standardsTrack KPIs such as call handling time, customer satisfaction, resolution rates, and productivityIdentify performance gaps and implement improvement plans where requiredEnsure agents follow scripts, processes, and regulatory requirementsCustomer Service & EscalationsHandle escalated customer complaints and complex queries professionallyEnsure customer issues are resolved efficiently and to a high standardAct as a point of contact between agents and management for operational issuesTraining & DevelopmentSupport onboarding and training of new team membersDeliver ongoing coaching, call listening sessions, and refresher trainingIdentify training needs and work with management or training teams to address skill gapsCompliance & Health & SafetyEnsure adherence to company policies, data protection, and regulatory standardsPromote a positive, safe, and inclusive working environmentAddress conduct or disciplinary issues in line with company proceduresThe 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 roleStrong people management and coaching capabilitiesExcellent communication skills, with the ability to manage performance and handle escalated customer issuesExperience monitoring KPIs and driving team performance against targetsStrong organisational skills and attention to detailConfidence using customer service systems and performance reporting toolsYou will be professional, results-driven, and able to perform effectively in a fast-paced, customer-focused environment.Our offer to you:A competitive salaryA higher Sunday rateDentally software training and other platformsPaid overtimeFlexible working shiftsClinical support & guidanceRoom for development