Contact Center Lead

SendaRide, Inc.; United States; A distancia; USD 22.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% Remote

Paid Time Off

401K with 4% match

Medical Benefits

Descripción de la vacante

SendaRide, Inc. is seeking a Care Center Team Lead to guide a remote team of Care Center Representatives. This hands-on role provides real-time coaching, handles escalations, and ensures service goals are met to support patients' access to care.

You’ll monitor queues and performance, support training, and collaborate across departments to improve processes. Ideal candidates have 2+ years in call center leadership and are proficient with MS Office and dispatch systems.

Formación

• 2+ years in call center, customer service, dispatch, or similar.
• Experience leading teams or SMEs in fast-paced environments.
• Proficiency with customer service and dispatch systems.

Responsabilidades

• Provide real-time guidance, coaching, and support to Care Center Representatives.
• Monitor queues, staffing, workloads, service levels, and priorities.
• Resolve complex rider, Guide, client, and operational escalations.
• Support training and reinforce knowledge of systems and processes.
• Monitor performance metrics and identify improvement opportunities.
• Assist with quality reviews, audits, reporting, and process improvements.
• Communicate performance and coverage concerns to management.
• Provide frontline Care Center support as needed.

Conocimientos

Call center experience

Leadership experience

Metrics-driven environment

Customer service systems

MS Office (Teams, SharePoint, Excel)

Home office with reliable internet

Herramientas

Teams

SharePoint

Excel

Descripción del empleo

At SendaRide, we're revolutionizing non-emergency medical transportation, and we’re just getting started. We’re looking for a passionate Care Center Team Lead to join our growing team and make a real impact.

We are driven by a mission to make a difference through reliable and compassionate transportation, ensuring access to essential healthcare for those we serve. Our services play a vital role in improving health and quality of life by ensuring riders can attend critical medical appointments and access necessary services.

The Care Center Lead is a hands-on frontline leader who supports Representatives with real-time guidance, coaching, escalations, and problem-solving while helping the team meet service and operational goals. The Lead also serves as a subject matter expert, monitors performance, and partners cross-functionally to resolve issues and improve the overall Care Center experience.

What We Offer

• Full-time schedule: Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as needed.
• A front row seat at a fast-paced start up experiencing explosive growth
• An opportunity to be a part of a team that values achievement, collaboration, and passion.
• Growth Opportunities: As a startup, we offer the unique opportunity to gain hands-on experience across multiple facets of the business. The effort and initiative you put in will directly translate to your personal and professional growth.

Compensation

• $16 -$19 per hour
• 100% Remote
• Paid Time Off
• 401K with 4% employer matching
• Medical Benefits

Essential Functions

• 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.

What Success Looks Like

• Consistently supports achievement of service levels, productivity, quality, and client SLAs.
• Identifies and resolves operational issues quickly and effectively.
• Provides timely, actionable coaching that helps team members succeed.
• Handles escalations with sound judgment, urgency, and professionalism.
• Completes assigned reporting and quality responsibilities accurately and on time.
• Proactively identifies opportunities to improve service, efficiency, and team performance.

Qualifications

• 2+ years of call center, customer service, dispatch, or similar operational experience
• Lead, SME, trainer, or call center leadership experience preferred
• Experience in a fast-paced, metrics-driven environment
• Experience with customer service and/or dispatch systems
• Proficiency with Microsoft Office, including Teams, SharePoint, and Excel
• High-speed internet and a quiet, dedicated workspace

Other Duties

• Protected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentiality.
• This position will have access to sensitive information and will be required to maintain confidentiality and adhere to established privacy and security policies, reflecting our commitment to ethical conduct and accountability.