Contact Center Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Lead based in the United States.

This role is a hands-on frontline leadership opportunity supporting a high-performing contact center team in a mission-driven healthcare transportation environment.
You will provide real-time coaching, guidance, and escalation support while helping representatives deliver reliable and compassionate service.
The position combines team leadership, operational oversight, performance monitoring, and problem-solving.
You will act as a subject matter expert and trusted resource for complex rider, client, and operational issues.
Working closely with management and cross-functional teams, you will identify trends, improve processes, and strengthen the overall customer experience.
Success in this role requires sound judgment, urgency, strong communication, and the ability to thrive in a fast-paced, metrics-driven environment.
This is an opportunity to contribute directly to a growing organization while developing valuable leadership and operational expertise.

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.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.