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The Team Leader will guide day-to-day contact centre operations, providing coaching and support to inbound, outbound, and admin agents. They are responsible for managing queues, rostering, reporting performance metrics, and acting as a liaison between the contact centre and the marketing team.
Candidates should have prior experience leading or supervising in a contact centre environment, with strong skills in coaching and workforce management. Proficiency in preparing rosters, analyzing performance data, and building collaborative relationships is essential for this role.
Job Summary
MoleMap's contact centre is the front door for people booking a skin check and the engine behind our outbound and follow-up work. This role plays a key part in supporting the team's success, helping guide day-to-day operations and acting as a trusted second-in-charge to the Contact Centre Manager. They provide confident leadership and continuity when the Manager is away, ensuring the team remains supported.
This role works alongside the team day to day, providing coaching, guidance and practical support so our team have what they need to manage queues, respond well to customers, and stay connected to campaign activity. It also plays an important link between marketing activity and the real customer conversations happening across phones and inboxes.
This is not a purely administrative position. We are looking for someone who is visible and available to the team, listens to calls, and supports people to build confidence and capability over time.
Location: Auckland
Direct reports: Inbound, outbound and admin agents
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.
MoleMap is the world's most advanced melanoma detection programme designed to help protect you and your family from the deadly effects of melanoma skin cancer by diagnosing it at the earliest possible stage. With over 30,000 patients seen yearly, MoleMap is leading the way in melanoma detection. MoleMap Australia Pty Ltd - www.molemap.net.au MoleMap NZ Ltd - www.molemap.co.nz MoleMapMD - www.molemapmd.com
Offices: Auckland, NZ
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