Customer Experience Center Lead

Motivating and guiding a team in a fast-paced remote environment, the full-time Customer Experience Center Lead will monitor performance, conduct training, and enhance patient experiences by ensuring agents deliver exceptional service. Key responsibilities Trains, monitors, and coaches agents to improve patient experience and identify areas for process enhancement Acts as a resource for agents, providing real-time support and resolving complex customer inquiries Facilitates new hire training and ongoing education to foster agent development and performance improvement Required qualifications High school diploma/GED or equivalent working knowledge Three years of experience in a contact center or customer care environment Proficient in using technology tools for customer inquiries and maintaining a professional demeanor Strong organizational and time management skills Demonstrated ability to communicate effectively in high-pressure situations