Contact Center Lead
New
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SendaRideMedical transportation
Source API remote eligibility restrictions: United States; 100% Remote, Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as needed.Full-TimeLead
Salary16 - 19 USD per hour
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Job Details
- Experience
- 2+ years of call center, customer service, dispatch, or similar operational experience
- Required Skills
- SharePointMicrosoft ExcelMicrosoft OfficeCustomer serviceHIPAA
Requirements
- Have 2+ years of call center, customer service, dispatch, or similar operational experience.
- Bring experience in a fast-paced, metrics-driven environment.
- Have experience with customer service and/or dispatch systems.
- Be proficient with Microsoft Office, including Teams, SharePoint, and Excel.
- Have high-speed internet and a quiet, dedicated workspace.
- Maintain HIPAA standards related to patient confidentiality when accessing Protected Health Information.
- Lead, SME, trainer, or call center leadership experience is preferred.
Responsibilities
- Provide real-time guidance, coaching, and support to Care Center Representatives.
- Monitor queues, staffing, workloads, service levels, and operational priorities.
- Resolve complex rider, Guide, client, and operational escalations.
- Support training and reinforce knowledge of systems, processes, and client requirements.
- Monitor team performance and key metrics, identifying trends and opportunities for improvement.
- Assist with quality reviews, audits, reporting, and process improvements.
- Communicate performance, attendance, coverage, and operational concerns to Care Center management.
- Provide frontline Care Center support when needed.
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