Contact Center Team Lead

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

📋 Description

• Inspire, guide, and empower a team of Patient Help Center Specialists.

• Provide continuous coaching, constructive feedback, and development opportunities to enable team members to thrive.

• Oversee team performance, productivity, and service quality to ensure that objectives are achieved.

• Organize daily schedules, staffing coverage, and workflow priorities effectively.

• Assist in resolving escalated patient issues with professionalism and empathy.

• Recognize areas for process enhancement, efficiency improvements, and overall team performance growth.

• Collaborate with contact center leadership and support partners to maintain seamless operations.

• Cultivate a positive, accountable, and results-oriented team culture.

⛳️ Requirements

• A minimum of two years’ experience in a contact center environment.

• Proven expertise in the SPG Call Handling Script and The 4 Core Behaviors of The SPG Way.

• Previous experience in a supervisory, lead, or mentoring role within a contact center or customer service setting.

• Ability to provide direct feedback and hold colleagues accountable without escalating every concern.

• Strong real-time problem-solving skills; capable of de-escalating and redirecting issues during peak periods.

• Experience in leading or coordinating with remote and offshore team members across different time zones, including outsourced or vendor staff.

• Familiarity with contact center telephony, scheduling, and tracking systems.

• Capability to quickly learn new tools as systems evolve.

• Proficient in training and certifying new hires, including those outside the contact center.

• Competence in documenting performance and attendance clearly, consistently, and punctually.

• Dedication to SPG Core Values and serving as a daily embodiment of The SPG Way.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.