Contact Center Lead

About the role

We're revolutionizing non-emergency medical transportation and we're looking for a passionate Care Center Team Lead to join our growing team.

Responsibilities

• Provide real-time guidance, coaching, and support to Care Center Representatives.
• Monitor queues, staffing, workloads, service levels, and operational priorities.
• Resolve complex rider, Guide, client, and operational escalations.
• Support training and reinforce knowledge of systems, processes, and client requirements.
• Maintain performance, identify trends, and opportunities for improvement.
• Communicate performance, attendance, coverage, and operational concerns to Care Center management.
• Provide frontline Care Center support when needed.

Qualifications

• 2+ years of call center, customer service, dispatch, or similar operational experience.
• Lead, SME, trainer, or call center leadership experience preferred.
• Experience in a fast-paced, metrics-driven environment.
• Experience with customer service and/or dispatch systems.
• Proficiency with Microsoft Office, including Teams, SharePoint, and Excel.

What We Offer

• Full-time schedule: Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as needed.
• A front row seat at a fast-paced start-up experiencing explosive growth.
• An opportunity to be a part of a team that values achievement, collaboration, and passion.
• Growth Opportunities: As a startup, we offer the unique opportunity to gain hands-on experience across multiple facets of the business.

Compensation

• $16 - $19 per hour
• 100% Remote
• Paid Time Off
• 401K with 4% employer matching
• Medical Benefits