Contact Center Lead

📋 Description

• Lead frontline contact center team in healthcare transportation.
• Provide real-time coaching, guidance, and escalation support.
• Monitor queues, staffing, workloads, and service levels to maintain coverage.
• Identify trends and opportunities for process improvements.
• Act as subject matter expert on systems, processes, and client requirements.
• Collaborate with management and cross-functional teams.

🎯 Requirements

• At least 2 years in call center or related ops.
• Experience as team lead, SME, trainer, or leader preferred.
• Fast-paced, metrics-driven environment experience.
• Familiarity with contact center systems and MS Office (Teams, SharePoint, Excel).
• Strong coaching, communication, and problem-solving skills.
• Ability to analyze performance and translate into improvements.

🎁 Benefits

• $16–$19 per hour compensation.
• 100% remote work arrangement.
• Full-time M–F with CST shifts; occasional weekends.
• PTO, 401(k) with 4% matching, medical benefits.
• Growth opportunities in a rapidly growing startup.
• Collaborative team culture and mission-driven service.