Call Center Team Lead: Coaching, KPIs & Growth

USA Vein Clinics; Northbrook (IL); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Retirement Plan

Paid time off (PTO)

Job summary

USA Clinics Group in Northbrook, IL is hiring for a Contact Center Supervisor to lead the Patient Registering and Scheduling call center. The onsite role manages daily direction, performance coaching, and KPI-driven improvements to deliver efficient, high-quality patient interactions.

The position requires 2+ years in a supervisory role, a high school diploma, and the ability to work a dynamic schedule including up to one Saturday per month.

Qualifications

• 2+ years of contact center supervisory or lead experience.
• Fluent in Spanish preferred.
• Ability to analyze call center metrics and performance.
• Flexible schedule, including occasional Saturdays.
• Strong coaching and conflict resolution skills.

Responsibilities

• Provide daily direction to ensure calls are answered in a timely, professional, and knowledgeable manner.
• Coach employees to hit sales goals and overcome objections.
• Monitor performance to ensure goals are achieved.
• Develop and enhance call scripts and communications.
• Lead by example and cover day-to-day tasks when needed.
• Interpret call center reports and adjust staffing.
• Implement KPI measurements to benchmark performance.
• Resolve escalated patient calls and inquiries.

Skills

Contact center supervision

Escalation handling

Staff scheduling

Coaching & training

Spanish language

Education

High School Diploma

Job description

USA Clinics Group in Northbrook, IL is hiring for a Contact Center Supervisor to lead the Patient Registering and Scheduling call center. The onsite role manages daily direction, performance coaching, and KPI-driven improvements to deliver efficient, high-quality patient interactions.

The position requires 2+ years in a supervisory role, a high school diploma, and the ability to work a dynamic schedule including up to one Saturday per month.