Contact Center Team Lead – Australia Support (Manila)

About the role

The Contact Center Team Lead will oversee the Manila support team that serves Australia‑based patients. Acting as the operational and people hub, the Lead ensures agents deliver safe, high‑quality patient interactions at pace, while providing guidance, structure and support.

Key responsibilities

• Run daily stand‑ups to align the team on ticket handling strategy, priorities, blockers and important updates.
• Monitor all queues, assign tickets, balance workload, manage backlogs and coordinate cross‑team absorption when needed.
• Serve as the first point of support for agents, offering approachable and responsive assistance.
• Collaborate with other Team Leads to discuss blockers, trends and insights, and to maintain consistent performance.
• Conduct weekly one‑on‑one performance reviews, providing structured feedback and coaching based on quantitative and qualitative data.
• Hold agents accountable to defined KPIs with fairness and clarity.
• Identify under‑performance early, design and execute performance improvement plans, and escalate material issues to the Service Delivery Lead with documentation.

Required profile

• Leads with empathy while maintaining accountability.
• People‑manager mindset capable of supporting agents and resolving complex situations.
• Strong communication and problem‑solving abilities.

Required skills