Contact Center Team Lead

POSITION OVERVIEW:

The Contact Center Team Lead supports daily operations by monitoring performance, ensuring policy compliance, and providing guidance to frontline staff. This role analyzes service trends, resolves escalated issues, and recommends process improvements to enhance efficiency and service delivery. While not a direct supervisor, the Team Lead exercises independent judgment in workflow decisions, quality assurance, and compliance matters, ensuring alignment with organizational goals.

KEY RESPONSIBILITIES:

Leadership & Support

Demonstrate leadership and professionalism at all times, serving as a point of contact for escalations and operational challenges. Act as a liaison between frontline staff and management, providing insights into performance trends, workflow inefficiencies, and opportunities for improvement. Assist in interpreting and enforcing company policies, providing guidance on complex cases where discretion is required.

Operational Oversight & Workflow Management

Monitor daily activities of frontline staff, ensuring adherence to service protocols and company policies while identifying opportunities for process enhancement. Analyze call volumes, service levels, and customer interactions, making real-time recommendations to optimize workforce efficiency and performance. Oversee the use of call center technology, CRM systems, and workforce management tools, proactively addressing technical issues and ensuring optimal utilization of resources. Coordinate with management to adjust staffing plans and workflow processes, ensuring alignment with business objectives and operational demands.

Communication & Continuous Improvement

Remain receptive to coaching and feedback, incorporating suggestions from leadership to continuously improve individual performance. Participate in team meetings and discussions, providing input on process improvements and operational challenges. Track and document operational concerns, escalating patterns or systemic issues to leadership with recommended actions for improvement.

Reporting & Performance Analysis

Compile and analyze daily, weekly, and monthly performance reports, summarizing key findings for management review. Identify emerging trends in call handling, customer concerns, or operational challenges, and proactively suggest adjustments to improve service delivery. Maintain accurate documentation of staff performance, coaching efforts, and operational challenges, providing structured feedback to management.

SKILLS AND EDUCATION:

Education & Experience

Bachelor's degree preferred or equivalent work experience. 2+ years of professional experience in healthcare, customer service, or sales within an admissions environment preferred. Experience working in a substance abuse facility, addiction treatment, or mental health services is a plus.

Technical & Interpersonal Skills

Proficiency in Microsoft Office; experience with Salesforce is a plus. Strong ability to communicate empathetically and compassionately with individuals in distress. Ability to remain composed under pressure while handling complex and emotionally sensitive situations. Excellent interpersonal skills with the ability to provide constructive feedback to both staff and management. Strong analytical, problem-solving, decision-making, and time management skills. Ability to inspire, support, and guide others. Strong planning and prioritization skills. Ability to work independently and collaboratively in a team environment. Resilience under pressure with strong negotiation and problem-solving abilities. Proficient documentation and data entry skills. Exceptional listening and communication skills. Ability to assess and respond to evolving client and family needs. Strong multitasking skills with a keen eye for detail in a fast-paced environment. Accurate and efficient computer proficiency. Willingness to work weekends and evenings as needed.

COMPETENCIES:

Customer Service: Prioritizes customer needs while optimizing available resources.

Impact & Influence: Works effectively with and through others, including those outside of direct authority.

Communication: Demonstrates strong verbal and written communication skills, prepares clear reports, delivers effective presentations, and actively listens.

WORK ENVIRONMENT:

Professional office setting with primarily seated work utilizing standard office equipment such as computers, phones, photocopiers, and filing cabinets. Ability to work independently and collaboratively within a team. Moderate noise level.

PHYSICAL DEMANDS:

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

TRAVEL:

Minimal to no travel required.