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 policies, and deliver efficient service to patients while utilizing the EPIC scheduling system and managing escalations.
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 across all services within the assigned team 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
Complete Job Description
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