Customer Care Center Team Lead

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

📋 Description

• Lead, mentor, and nurture a team of Patient Scheduling & Conversion Specialists.

• Provide daily guidance, support, and performance feedback; conduct individual coaching sessions, performance reviews, and team meetings.

• Track individual and team performance in relation to scheduling, conversion, attendance, quality, productivity, and patient experience objectives.

• Utilize performance reports, call evaluations, and quality metrics to pinpoint coaching opportunities and enhance outcomes.

• Create and oversee performance improvement plans as well as employee development strategies.

• Uphold established call flows, scripts, scheduling procedures, patient engagement standards, and precise CRM documentation.

• Supervise attendance, adherence to schedules, productivity levels, service standards, and real-time operational needs.

• Address escalated patient issues and guide intricate patient interactions.

• Collaborate with Quality Assurance and Training teams to close performance gaps and facilitate onboarding and employee growth.

• Relay business updates, process modifications, priorities, and performance standards.

• Work alongside clinic teams, hearing care professionals, and various cross-functional departments.

• Promote patient engagement initiatives, process enhancements, and contact center transformation projects, including SMS, chat, and digital channels.

• Assist in the recruitment, selection, and onboarding of new team members.

• Support patient interactions when operationally required.

⛳️ Requirements

• At least 3 years of experience in a Team Lead, Supervisor, or contact center leadership role.

• Minimum of 5 years in customer service, sales, appointment setting, patient scheduling, or contact center roles.

• Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care, dental, vision, wellness, or similar appointment-driven settings.

• Proven success in coaching employees to meet scheduling, conversion, productivity, patient experience, and quality benchmarks.

• Familiarity with managing KPIs, coaching frameworks, performance improvement plans, and employee development initiatives.

• Excellent leadership, communication, conflict resolution, relationship-building, and problem-solving capabilities.

• Ability to analyze performance data and create action plans to enhance individual and team outcomes.

• Capacity to juggle multiple priorities and effectively adapt to evolving business demands.

• A dedicated, quiet work-from-home environment with a reliable high-speed internet connection.

• Experience with CRM, quality, workforce management, scheduling, and contact center technologies.

• Background in leading remote employees or distributed teams.

• High school diploma or equivalent is required.

• An equivalent combination of education and pertinent leadership experience will be taken into account.

• Bilingual proficiency in English and Spanish is preferred.

🏝️ Benefits

• Performance-based incentive opportunities linked to team scheduling results, quality, attendance, patient experience, and operational performance.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company match.

• Paid time off and holiday pay.

• Employee Assistance Program.

• Complimentary hearing aids for employees and discounts for eligible family members.

• Opportunities for career development, leadership training, and performance recognition.

• Flexible remote work environment.