Contact Center Associate Team Lead

Job Summary

Serving as a team lead in a full-time remote capacity, the Contact Center Associate Team Lead will assist staff, ensure compliance with department policies, and provide efficient service to patients while managing scheduling and triage using the EPIC system.

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
• Delivers high levels of patient service and supports team members as a subject matter expert

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 train others
• Experience in handling confidential information with discretion