Senior Contact Center Lead & Mentor

Ventra Health, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Discretionary incentive bonus

Job summary

Ventra Health, Inc. is seeking a Contact Center Team Lead to join our dynamic patient support group. The role combines hands-on service with leadership duties, spending at least 50% of time answering calls and assisting patients while guiding frontline specialists.

You will mentor peers, manage escalations, and collaborate with QA, Training, and Workforce Management to improve service levels, accuracy, and patient satisfaction.

Qualifications

• Diploma (2 years) required.
• Minimum of 2-3 years of experience in a healthcare contact center or similar high-volume customer service environment.
• Prior experience serving as a senior agent, team lead or mentor preferred.

Responsibilities

• Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.
• Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
• Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
• Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
• Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
• Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.
• Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
• Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
• Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.
• Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.

Skills

Fluent English

EOB knowledge

CRM systems

Microsoft Office

Coaching peers

Analytics & reporting

Education

Diploma (2 years)

Tools

CRM software

Microsoft Office

Job description

Ventra Health, Inc. is seeking a Contact Center Team Lead to join our dynamic patient support group. The role combines hands-on service with leadership duties, spending at least 50% of time answering calls and assisting patients while guiding frontline specialists.

You will mentor peers, manage escalations, and collaborate with QA, Training, and Workforce Management to improve service levels, accuracy, and patient satisfaction.