Contact Center Team Lead

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

📋 Description

• Act as a subject matter expert on contact center systems, processes, and workflows.

• Manage escalated calls, emails, and complex inquiries that require advanced problem-solving skills or collaboration across departments.

• Offer real-time guidance and assistance to Contact Center Specialists.

• Engage in peer mentoring, conduct side-by-side coaching, and participate in quality calibration sessions.

• Support onboarding, refresher training, and the communication of new policies, procedures, and system updates.

• Monitor call queues, service levels, and productivity metrics.

• Identify performance trends or workflow challenges and relay findings to leadership.

• Conduct call audits and quality checks, providing feedback and actionable recommendations.

• Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance metrics.

• Participate in process improvement initiatives and assist in developing new procedures.

• Collaborate with Quality Assurance, Training, and Workforce Management teams.

• Serve as a positive role model and resource for colleagues.

• Maintain confidentiality and uphold compliance standards.

• Dedicate at least 50% of your time to actively answering calls and assisting patients.

• Carry out special projects and other assigned tasks.

⛳️ Requirements

• Associate’s degree (2 years) is required.

• Bachelor’s degree in business, healthcare, or a related field is preferred.

• A minimum of 2–3 years of experience in a healthcare contact center or a similar high-volume customer service setting is necessary.

• Previous experience as a senior agent, team lead, or mentor is preferred.

• Fluency in English, with strong verbal and written communication abilities.

• Comprehensive understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs).

• Proven ability to manage escalated calls with empathy, professionalism, and precision.

• Proficient in contact center technologies, CRMs, and Microsoft Office applications.

• Strong analytical and problem-solving skills with a keen attention to detail.

• Capability to coach and mentor peers effectively.

• Excellent organizational, time management, and multitasking skills.

• Ability to work collaboratively in a fast-paced environment while maintaining a positive and professional demeanor.

• Flexibility to adapt to changing business needs and process enhancements.

🏝️ Benefits

• Ventra performance-based incentive plan.

• Discretionary incentive bonus following company policies.

• Referral bonus for recommending a friend.

• Remote work arrangement.