Contact Center Lead

Accountabilities

• • Provide real-time guidance, coaching, and day-to-day support to Contact Center Representatives.
  • Monitor queues, staffing levels, workloads, service levels, and operational priorities to help maintain efficient coverage.
  • Resolve complex rider, client, representative, and operational escalations with professionalism, urgency, and sound judgment.
  • Serve as a frontline subject matter expert on systems, processes, procedures, and client requirements.
  • Support onboarding and training activities while reinforcing knowledge and adherence to established processes.
  • Monitor team performance and key operational metrics, identifying trends, performance gaps, and opportunities for improvement.
  • Provide timely and actionable coaching to help representatives improve productivity, quality, and service performance.
  • Assist with quality reviews, audits, reporting, and continuous process improvement initiatives.
  • Communicate performance, attendance, staffing coverage, and operational concerns to Contact Center management.
  • Provide direct frontline contact center support when required to maintain service levels and operational continuity.
  • Proactively identify and address issues affecting efficiency, service quality, team performance, and client SLAs.
  • Complete assigned reporting and quality-related responsibilities accurately and within established deadlines.
  • Maintain confidentiality when handling sensitive information and comply with HIPAA requirements when accessing Protected Health Information (PHI).

  Requirements

  • At least 2 years of experience in a call center, customer service, dispatch, or similar operational environment.
  • Previous experience as a team lead, subject matter expert, trainer, or contact center leader is preferred.
  • Experience working in a fast-paced, metrics-driven environment with defined service levels and performance targets.
  • Familiarity with customer service, contact center, dispatch, or related operational systems.
  • Proficiency with Microsoft Office applications, particularly Teams, SharePoint, and Excel.
  • Strong coaching, interpersonal, communication, and problem-solving skills.
  • Ability to analyze performance information, identify trends, and translate findings into practical improvements.
  • Strong decision-making skills and the ability to manage escalations calmly and effectively.
  • Excellent organizational and time-management skills, with the ability to prioritize competing operational needs.
  • Ability to work collaboratively with representatives, managers, clients, and cross-functional stakeholders.
  • High level of professionalism, accountability, empathy, and customer-service orientation.
  • Ability to handle sensitive and confidential information responsibly and follow HIPAA and privacy requirements.
  • Reliable high-speed internet connection and a quiet, dedicated workspace suitable for remote work.

  Benefits

  • $16–$19 per hour compensation.
  • 100% remote work arrangement.
  • Full-time Monday–Friday schedule, with either 9:30 AM–6:30 PM CST or 10:00 AM–7:00 PM CST shifts.
  • Occasional weekend availability as business needs require.
  • Paid Time Off (PTO).
  • 401(k) plan with 4% employer matching.
  • Medical benefits.
  • Opportunity to work within a rapidly growing startup environment.
  • Hands-on exposure to multiple areas of the business and opportunities for professional growth.
  • Collaborative team culture focused on achievement, teamwork, and continuous improvement.
  • Opportunity to contribute to a mission-driven service that helps people access essential healthcare and medical appointments.