RPO is a Specialist Recruitment Agency that focuses on select market segments. These are Engineering, Finance, Supply Chain and Manufacturing. With over 12 years of experience in the recruitment industry, RPO Recruitment has access to over 80,000 candidates across various industries, all accessible through our highly trained and specialised recruiters. At RPO Recruitment, we have access to the most popular job portals and recruitment sites to enable us to hunt for those positions.
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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)
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