Contact Center Lead

Complexcare Solutions, Inc.; United States; Remote; USD 29,000 - 33,000; Full time

Job summary

ComplexCare Solutions, Inc. is seeking a remote Call Center Supervisor to lead a team and meet performance goals. You will mentor new hires, analyze trends, and produce performance reports while upholding HIPAA and company policies.

The role requires strong communication, at least 3 years in customer service, and supervisory experience in a call center or service industry. Travel is minimal and the position is full-time.

Qualifications

• Minimum 3 years customer service experience preferred.
• Excellent customer service skills and sales skills.
• Experience in a supervisory role in a call center or the service industry preferred.
• Excellent communication skills both written and verbal.
• Must be self-motivated and independent.
• Possess problem solving & decision-making skills.
• Ability to use PC and have working knowledge of Word, Excel and Outlook.
• Travel for this position will include less than 5% locally usually for training purposes.

Responsibilities

• Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals.
• Motivate and inspire the team to exceed operational goals.
• Work with new hire staff during their nest­ing period to answer questions, mentor, and provide feedback on their performance.
• Look for development and continuous improvement opportunities for the team.
• Assist the Dialer Manager as needed.
• Communicate the Company’s purpose, core values, and vision to front line colleagues.
• Actively participate in team meetings and provide trainings as needed.
• Produce reports reflecting individual and overall results.
• Analyze trend data from reports.
• Provide feedback to the Supervisor Team regarding any trends that warrant further trainings, IT support, etc.
• Utilize strong written and verbal communication.
• Influence and support identified training needs.
• Facilitate trainings on identified operational improvement needs.
• Support remediation activity.
• Maintain compliance with ComplexCare Solutions (CCS)’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures.
• Fulfill those responsibilities and/or duties for achieving operational and financial success.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Skills

Customer service

Sales skills

Supervisory experience

Communication skills

Problem solving

Education

High School Diploma or GED

Tools

Word

Excel

Outlook

Job description

Job Category: Call Center & Customer Service

Requisition Number: CONTA001130

• Posted : October 21, 2026
• Full-Time
• Remote

Locations

Showing 1 location

Remote

• Pay or shift range: $20.72 USD to $24 USD The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Description

This position is remote

We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.

At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.

Duties and Responsibilities:

• Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals.


• Motivate and inspire the team to exceed operational goals.


• Work with new hire staff during their “nesting” period to answer questions, mentor, and provide feedback on their performance.


• Look for development and continuous improvement opportunities for the team.


• Assist the Dialer Manager as needed.


• Communicate the Company’s purpose, core values, and vision to front line colleagues.


• Actively participate in team meetings and provide trainings as needed.


• Produce reports reflecting individual and overall results.


• Analyze trend data from reports.


• Provide feedback to the Supervisor Team regarding any trends that warrant further trainings, IT support, etc..


• Utilize strong written and verbal communication.


• Influence and support identified training needs.


• Facilitate trainings on identified operational improvement needs.


• Support remediation activity.


• Maintain compliance with ComplexCare Solutions (CCS)’s policies, procedures and mission statement.


• Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures in all ways at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.


• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.


• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.


• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

• Minimumor 3 yearscustomer service experience preferred.


• Excellent customer service skills and sales skills.


• Experience in a supervisory role in a call center or the service industry preferred.


• Excellent communication skills both written and verbal, especially when documenting instructions.


• Must be self-motivated and independent.


• Possess problem solving & decision-making skills.


• Ability to handle multiple tasks at a time.


• Ability to use PC and have working knowledge of Word, Excel and Outlook.


• Must be effective and efficient working in a team environment.


• Travel for this position will include less than 5% locally usually for training purposes.

Education:

• High School Diploma or GED Certificate is required.

The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.

This company utilizes E-Verify.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.