We operate a high-volume medical call centre supporting patients, clinicians and healthcare partners. We require an experienced call centre professional who can operate as both a senior agent and a team lead. This role demands operational discipline, strong platform knowledge and the ability to manage performance through data.
This is not an entry-level role. You must understand how call centres function at a systems level, not just how to answer calls.
Key Responsibilities
Handle inbound and outbound medical calls in line with clinical protocols and data protection standards.
Manage escalations, complex cases and sensitive patient interactions.
Lead and supervise a team of agents. Set clear expectations and enforce standards.
Monitor live queues, service levels and agent adherence. Take corrective action where required.
Own daily, weekly and monthly performance reports. Interpret data across key metrics such as AHT, SLA, abandonment rate, occupancy and quality scores.
Coach underperforming agents using structured performance management plans.
Deliver team briefings and training on systems, compliance and process updates.
Work closely with operations and clinical leads to improve workflow and patient experience.
Maintain accurate documentation and ensure full compliance with healthcare regulations and GDPR.
Required Experience
Minimum three years in a call centre environment, with at least one year in a supervisory or team lead capacity.
Experience in a medical or healthcare call centre is preferred.
Strong working knowledge of call centre platforms
Proven ability to extract and interpret performance data from reporting dashboards.
Experience managing rotas, workforce planning and shift coverage.
Demonstrated ability to manage performance, conflict and disciplinary processes.
Competencies
Clear and structured communication.
High attention to detail.
Strong operational discipline.
Comfort working in a regulated healthcare environment.
Ability to remain calm under pressure.
Outcome
You will be accountable for team performance, service levels and quality standards. Results will be measured through data, not opinion.
Pay
Basic + Performance bonus
Job Type: Full-time
Pay: €32,000.00-€38,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Employee discount
* On-site parking
Application question(s):
* Located close to Bray, Co.. Wicklow
Experience:
* Team Lead: 1 year (required)
Language:
* Fluent English (required)
Work Location: In person