Contact Center Associate Lead

Job Summary

Serving as a team lead in a full-time remote capacity, the Contact Center Associate 3 will assist staff, ensure compliance with departmental policies, and deliver efficient service to patients while utilizing the EPIC scheduling system for appointment management.

Key responsibilities:

• Acts as the first point of escalation for agents and customers, handling complaints and queries
• Monitors agent calls for quality assurance and ensures adherence to schedules
• Provides support as a subject matter expert and contributes to process improvement projects

Required qualifications:

• High School diploma or equivalent
• Minimum 3 years of relevant experience
• General knowledge of office procedures and operations
• Ability to lead, motivate, develop, and train others
• Skill in processing confidential information with discretion