Customer Care Center Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Care Center Team Lead based in the United States.

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.

Accountabilities
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Lead, coach, and develop Patient Scheduling and Conversion Specialists to achieve individual and team performance goals.

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Provide daily guidance, regular one-on-one coaching, performance feedback, and team meetings to support employee growth and accountability.

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Monitor key performance indicators, including appointment scheduling, conversion rates, show-up rates, productivity, quality, and patient satisfaction.

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Analyze performance reports, call observations, and quality assessments to identify improvement opportunities and implement targeted action plans.

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Develop and track employee performance improvement plans and professional development initiatives.

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Ensure consistent use of approved call flows, scripts, scheduling procedures, patient engagement standards, and accurate CRM documentation.

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Monitor attendance, schedule adherence, service levels, and real-time operational requirements.

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Address escalated patient concerns and support complex interactions with professionalism, empathy, and a patient-first approach.

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Partner with Quality Assurance and Training teams to address performance gaps, support onboarding, and reinforce ongoing development.

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Communicate operational updates, process changes, priorities, and performance expectations clearly to the team.

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Collaborate with clinic teams, hearing care professionals, and cross-functional stakeholders to improve patient access and service delivery.

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Support patient engagement initiatives, process improvements, and contact center transformation efforts involving SMS, chat, and other digital channels.

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Assist with recruitment, candidate selection, and onboarding, while providing direct support during patient interactions when operationally necessary.

Requirements

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

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

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

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

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

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

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

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

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

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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.

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

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Experience managing remote employees or distributed teams is an advantage.

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Bilingual English/Spanish communication skills are preferred.

Benefits

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Annual base salary: $62,000–$72,000.

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Performance-based incentives: Additional earning potential tied to team scheduling results, quality, attendance, patient experience, and operational performance.

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Health coverage: Medical, dental, and vision insurance.

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Retirement savings: 401(k) plan with company matching.

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Time off: Paid time off and paid holidays.

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Well-being support: Access to an Employee Assistance Program.

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Hearing healthcare benefits: Free hearing aids for employees and discounts for eligible family members.

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Professional growth: Career development opportunities, leadership training, and performance recognition.

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Remote work: A remote working environment.