Contact Center Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop a team of Healthcare Member Engagement Specialists.

• Cultivate a high-performance culture centered on member experience, quality, accountability, and results.

• Conduct coaching sessions, performance evaluations, and career development discussions.

• Assist with onboarding, training, and continuous employee development.

• Monitor team performance against KPIs such as appointment conversion, contact rates, schedule adherence, productivity, quality scores, attendance, reliability, and member satisfaction.

• Analyze operational data to identify performance trends and implement improvement action plans.

• Ensure team members effectively educate, engage, and motivate health plan members to participate in health assessment programs.

• Encourage rapport building, objection handling, consultative communication, and member advocacy best practices.

• Oversee member interactions and assist in resolving escalations.

• Collaborate with Quality Assurance teams to enhance performance and consistency.

• Ensure compliance with HIPAA regulations, client requirements, company policies, and operational procedures.

• Identify and address operational, compliance, and member experience risks.

• Manage staffing levels, scheduling, and resource allocation efficiently.

• Engage in forecasting, workforce planning, and capacity management.

• Support new programs, processes, and operational initiatives.

• Prepare and present performance results, operational updates, and improvement plans.

• Work collaboratively with Operations, Quality, Training, Workforce Management, and Leadership teams.

• Utilize data-driven decision-making to enhance engagement effectiveness and operational performance.

• Participate in strategic initiatives and special projects.

⛳️ Requirements

• Bachelor's degree preferred or an equivalent combination of education and experience.

• A minimum of 3–5 years of experience in call center, customer engagement, healthcare outreach, sales, retention, or related operations.

• At least 1–2 years of leadership, supervisory, or team lead experience.

• Proven success in leading teams within a performance-driven environment.

• Experience in managing productivity, quality, and customer experience metrics.

• Strong analytical, organizational, and problem-solving capabilities.

• Advanced proficiency in Microsoft Office applications and operational reporting tools.

• Preferred: experience in healthcare, health plans, Medicare, Medicaid, risk adjustment, or population health.

• Preferred: leadership experience in appointment-setting, member engagement, retention, customer service, or inside sales.

• Preferred: experience in workforce management and scheduling.

• Preferred: background in quality assurance, coaching, or training.

• Preferred: knowledge of HIPAA and healthcare compliance requirements.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.