Contact Center Associate Lead

Job Summary

Serving as a team lead in a remote capacity, the full-time Contact Center Associate 3 will assist staff, ensure compliance with department policies, and deliver efficient service to patients while managing scheduling and triage processes.

Key responsibilities:

• Acts as the first point of escalation for agents and customers, addressing complaints and queries
• Monitors agent calls for quality assurance and ensures adherence to schedules
• Supports the team by providing expertise 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, and develop others
• Skill in handling confidential information with discretion