Key Stakeholders

· Contact Centre Manager

· Inbound, outbound and admin agents (direct reports)

· Marketing team

· Customers booking and following up on skin checks

Responsibilities

Coaching and team development

· Run regular one on ones, call reviews and side-by-side coaching across inbound, outbound and admin.

· Set clear performance expectations and support agents to meet them in a fair and consistent way.

· Identify skill gaps and build them into ongoing training.

· Coach agents in line with the contact centre incentive and performance framework, with a focus on the behaviours that drive consistent performance.

· Support agents through escalations and complex customer conversations, using these situations as opportunities for coaching and learning.

Queue management

· Own the real-time queue across phones, callbacks and admin work.

· Balance staffing against volume throughout the day and reallocate the team as work priorities change.

· Keep service levels, wait times and call abandonment within agreed range.

· Flag and act early when volume spikes or systems go down.

Rostering

· Build and manage fortnightly rosters that match cover to forecast demand across ANZ.

· Coordinate leave, breaks and shift changes while supporting consistent team coverage.

· Plan for known peaks, including campaign launches and seasonal demand.

· Support fair and transparent rostering so team members understand what is expected and have appropriate notice of their schedules.

Marketing team liaison

· Act as the point of contact between the contact centre and the marketing team.

· Share timely insights with the marketing team about how campaigns are influencing call volumes, common customer questions and the booking experience.

· Provide feedback on customer concerns and recurring themes to help improve campaigns, messaging and call guides.

· Ensure the team is well briefed, prepared and supported before new campaigns are launched.

Reporting

· Prepare clear and consistent contact centre performance reports using the organisation's standard format and agreed reporting schedule.

· Monitor key measures, including contact volumes, conversion, service levels, outbound activity and administrative workflow.

· Turn data into meaningful, practical insights for the Contact Centre Manager and marketing team.

· Use reporting insights to help identify coaching opportunities, improve processes and support effective rostering decisions.

2IC responsibilities

· Provide leadership support and make appropriate day-to-day decisions when the Contact Centre Manager is unavailable.

· Help the team remain supported, focused and connected during periods of manager absence.

· Work closely with the Contact Centre Manager on planning, continuous improvement and recruitment activities.

What good looks like

· Service levels and wait times remain well-managed, including through campaign peaks.

· Team members feel supported by regular coaching and continue to develop their skills and performance.

· The marketing team receives timely insights into customer conversations, campaign responses and booking experiences.

· Rosters are thoughtfully planned to balance customer demand, operational needs and employee wellbeing.

· The team feels supported and day-to-day operations continue to run smoothly when the Contact Centre Manager is away.

Person specification

· Prior experience leading or supervising in a contact centre, or a strong senior agent ready to step up.

· Someone who enjoys coaching others and helping team members build their confidence and capability.

· Comfortable with real-time queue and workforce decisions during busy periods.

· Confidence in preparing rosters and coordinating appropriate coverage across the team.

· Solid reporting skills and the judgement to know what the numbers are telling you.

· A clear and collaborative communicator who can build positive relationships with both team members and internal stakeholders.

· A calm and fair approach to managing escalations and supporting people.

· Healthcare, medical or booking-led contact centre experience is advantageous, not essential.