Patient Help Center Team Lead — Coaching & Performance

Kansas City Dentures and Implants, LLC; United States; À distance; USD 65 000 - 90 000; Plein temps

Résumé du poste

Shared Practices Group seeks a Contact Center Team Lead to guide the Patient Help Center team, focusing on coaching, daily operations, and delivering a great patient experience. You will oversee specialists, provide feedback, and drive performance improvements within a fast-paced environment.

The role emphasizes training, scheduling, and escalation management, with a focus on building a positive, accountable team culture across multiple time zones and work arrangements.

Qualifications

• 2+ years in a contact center with supervisory experience.
• Experience coaching and developing team members.
• Ability to train and certify new hires, including remote staff.
• Strong real-time problem-solving and de-escalation skills.
• Experience coordinating remote/offshore teams across time zones.

Responsabilités

• Lead, motivate, and support a team of Patient Help Center Specialists.
• Provide ongoing coaching, feedback, and development to team members.
• Monitor performance, productivity, and service quality against goals.
• Coordinate daily schedules, staffing, and workflow priorities.
• Support resolution of escalated patient concerns with professionalism.
• Identify opportunities to improve processes and overall team performance.
• Collaborate with contact center leadership to ensure smooth operations.
• Build a positive, accountable, and results-driven team culture.

Connaissances

Contact center experience

Supervisory experience

Coaching and development

Remote/offshore team coordination

Training new hires

Problem solving under pressure

Outils

Call handling scripts

Telephony systems

Scheduling/Tracking tools

Description du poste

Shared Practices Group seeks a Contact Center Team Lead to guide the Patient Help Center team, focusing on coaching, daily operations, and delivering a great patient experience. You will oversee specialists, provide feedback, and drive performance improvements within a fast-paced environment.

The role emphasizes training, scheduling, and escalation management, with a focus on building a positive, accountable team culture across multiple time zones and work arrangements.