Contact Center Lead

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

📋 Description

• Deliver real-time coaching, guidance, and support to Care Center Representatives.

• Oversee queues, staffing levels, workloads, service levels, and operational priorities.

• Address complex escalations involving riders, Guides, clients, and operational matters.

• Assist with training and reinforce understanding of systems, processes, and client requirements.

• Evaluate team performance and key metrics, identifying trends and opportunities for enhancement.

• Aid in quality reviews, audits, reporting, and process enhancements.

• Communicate performance, attendance, coverage, and operational issues to Care Center management.

• Offer frontline Care Center assistance when required.

• Support the achievement of service levels, productivity, quality, and client SLAs.

• Quickly and effectively identify and resolve operational challenges.

• Provide timely and actionable coaching to team members.

• Manage escalations with sound judgment, urgency, and professionalism.

• Accurately complete assigned reporting and quality responsibilities on time.

• Actively identify opportunities to enhance service, efficiency, and team performance.

⛳️ Requirements

• A minimum of 2 years of experience in call center, customer service, dispatch, or a related operational role.

• Preferred experience in a leading, SME, training, or call center leadership capacity.

• Familiarity with a fast-paced, metrics-driven work environment.

• Experience with customer service and/or dispatch systems.

• Proficient in Microsoft Office, including Teams, SharePoint, and Excel.

• Access to high-speed internet and a quiet, dedicated workspace.

• Potential access to Protected Health Information (PHI) requires adherence to HIPAA standards concerning patient confidentiality.

• Must maintain confidentiality and comply with established privacy and security policies.

🏝️ Benefits

• Full-time schedule: Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as required.

• Experience a front-row seat at a dynamic startup undergoing rapid growth.

• Join a team that values achievement, collaboration, and passion.

• Growth Opportunities: As a startup, we provide a unique chance to gain hands-on experience across various business facets.

• 100% Remote work environment.

• Paid Time Off.

• 401K plan with 4% employer matching.

• Comprehensive Medical Benefits.