Call Centre Team Lead
PRIMARY FUNCTION
We are seeking an experienced and motivated Call Centre Team Lead to manage and support our Call Centre – Inside Sales team. The Team Leader will play a key role in managing daily operations, coaching staff, tracking team performance, and collaborating closely with the clinical and patient care teams. This position requires a strong background in sales and customer service, along with a passion for healthcare accessibility and patient experience.
KEY RESPONSIBILITIES & DUTIES
Leadership & Team Management
- Supervise a team of Call Centre Staff – Inside Sales handling inbound calls.
- Provide coaching, support, and regular feedback to enhance individual and team performance.
- Lead daily huddles, track KPIs, and implement strategies to drive sales conversion and patient engagement.
- Handle escalations from team members and provide solutions aligned with business and clinical protocols.
- Support training and onboarding of new team members.
Sales Operations & Quality Oversight
- Monitor call quality, lead handling, and documentation accuracy to ensure compliance with internal procedures and patient care standards.
- Review and analyze sales and service metrics; identify gaps and implement performance improvement plans.
- Collaborate with teams to refine workflows and improve overall conversion.
Customer Experience & Collaboration
- Ensure a high standard of professionalism and empathy is delivered across all patient interactions.
- Contribute to the development and refinement of scripts, processes, and patient communication strategies.
Reporting & Strategy
- Deliver regular reports on team performance, lead quality, conversion rates, and patient feedback.
- Participate in planning sessions to align team objectives with organizational goals.
- Recommend process improvements to enhance team productivity and patient experience.
Qualifications:
- Minimum of 3 years of experience in a call centre or inside sales environment, including at least 1-2 years in a leadership or supervisory role.
- Background in healthcare, patient support, or health-related services is a strong advantage.
Skills and Competencies
- Strong leadership and team management skills with the ability to inspire, coach, and develop team members.
- Proven experience in sales conversion strategies and customer engagement.
- Excellent verbal and written communication skills.
- Analytical mindset with experience using data to drive performance improvements (e.g., KPIs, conversion metrics)
- Ability to manage escalations professionally and provide solutions aligned with protocols.
- Familiarity with CRM or call centre software and tools.
- Strong organizational skills and attention to detail.
- Empathy, patience, and a customer-centric mindset.
- Ability to thrive in a fast-paced, high-volume environment
- Role type
- Customer Service
- Role
- Customer Support Representative
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Monthly salary
- PHP60,000 - PHP80,000
- Work Schedule
- Monday to Sunday (9:00 AM to 9:00 PM AEST
- Shifting Schedule?
- true
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.