Virtual Service Centre serves as NHG Health’s single digital front door to connect to our Central-North residents to accessible community health and healthcare services. As our Team Lead, you'd be the driving force behind a dedicated team of Customer Service Agents, ensuring every interaction delivers the care and support for our community. This is your opportunity to shape service excellence whilst developing the next generation of customer service professionals in a role that directly impacts lives.

• Champion your team's success by providing daily guidance, support, and meaningful engagement initiatives that help your CSAs thrive whilst fostering a culture where everyone feels valued and motivated to excel.
• Monitor and elevate performance by tracking real-time metrics (Average handling time, service level, abandonment rates), conducting systematic call monitoring, and delivering personalised coaching sessions...