Response Centre Team Leader Job at RPO Recruitment

Job Description

• A specialist medical and security assistance company is looking for an experienced Response Centre Team Lead with strong contact centre leadership experience to manage a 24/7 operations team handling emergency medical, security, and claims cases.
• The role involves overseeing live case management, escalations, and ensuring consistent, high-quality service delivery in a fast-paced, high-pressure environment.

Responsibilities:

• Supervise daily operations within the response centre to ensure efficient handling of live medical, security, and claims cases
• Provide real-time support and decision-making guidance on complex or high-risk cases
• Act as escalation point for critical incidents and ensure timely communication with stakeholders
• Monitor compliance with internal procedures, service level agreements, and operational standards
• Support shift planning, scheduling, and workflow coordination
• Lead, coach, and develop a team of response centre agents
• Oversee quality assurance, reporting, and performance tracking
• Collaborate with management to improve processes and operational efficiency
• Maintain professional communication with clients, insurers, and partners

Requirements:

• Previous supervisory or team leadership experience in a contact centre, insurance, claims, or emergency operations environment
• Experience working in high-pressure, 24/7 operational settings
• Strong leadership, communication, and interpersonal skills
• Ability to manage escalations and make sound decisions under pressure
• Strong problem-solving and analytical ability
• Customer-focused mindset with attention to detail and service quality
• Willingness to work shifts, including nights, weekends, and public holidays
• Relevant qualification in management, healthcare administration, or related field (advantageous)

 Closing Date 22 June 2026