Customer Experience Center Lead

Job Summary

Motivating and guiding a team in a fast-paced remote environment, the full-time Customer Experience Center Lead will monitor performance, conduct training, and enhance patient experiences by ensuring agents deliver exceptional service.

Key responsibilities

• Trains, monitors, and coaches agents to improve patient experience and identify areas for process enhancement
• Acts as a resource for agents, providing real-time support and resolving complex customer inquiries
• Facilitates new hire training and ongoing education to foster agent development and performance improvement

Required qualifications

• High school diploma/GED or equivalent working knowledge
• Three years of experience in a contact center or customer care environment
• Proficient in using technology tools for customer inquiries and maintaining a professional demeanor
• Strong organizational and time management skills
• Demonstrated ability to communicate effectively in high-pressure situations