Customer Care Center Team Lead

The Customer Care Center Team Lead oversees and develops a team of specialists responsible for patient scheduling, engagement, and appointment conversions in a remote contact center environment. This role combines hands-on leadership, performance management, and patient-focused service to help individuals access hearing healthcare. You will coach team members, monitor key performance indicators, and drive improvements in scheduling outcomes, service quality, productivity, and patient satisfaction. Working closely with operational, clinical, training, and quality teams, you will help resolve escalations, strengthen employee capabilities, and maintain consistent service standards. This position offers the opportunity to influence team performance, improve the patient journey, and contribute to continuous improvement across a growing healthcare operations function.

• At least 3 years of experience in a team lead, supervisory, or contact center leadership role.

• At least 5 years of experience in customer service, sales, appointment setting, patient scheduling, or contact center operations.

• Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care, dental, vision, wellness, or another appointment-based environment.

• Proven ability to coach employees and improve scheduling, conversion, productivity, quality, and patient experience outcomes.

• Experience managing key performance indicators, coaching plans, performance improvement plans, and employee development.

• Strong leadership, communication, relationship-building, conflict resolution, and problem-solving skills.

• Ability to interpret performance data and translate insights into actionable plans that improve team results.

• Strong organizational skills and the ability to manage competing priorities in a changing operational environment.

• Access to a dedicated, quiet home workspace and a reliable high-speed internet connection.

• High school diploma or equivalent required. An associate or bachelor's degree in business, healthcare, communications, leadership, or a related field is preferred. Equivalent combinations of education and relevant leadership experience will also be considered.

• Experience with CRM platforms, quality monitoring tools, workforce management systems, scheduling software, and contact center technologies is preferred.

• Experience managing remote employees or distributed teams is an advantage.

• Bilingual English/Spanish communication skills are preferred.