Contact Center Lead
About The Position
At SendaRide, we're revolutionizing non-emergency medical transportation, and we’re just getting started. We’re looking for a passionate Care Center Team Lead to join our growing team and make a real impact. We are driven by a mission to make a difference through reliable and compassionate transportation, ensuring access to essential healthcare for those we serve. Our services play a vital role in improving health and quality of life by ensuring riders can attend critical medical appointments and access necessary services. The Care Center Lead is a hands-on frontline leader who supports Representatives with real-time guidance, coaching, escalations, and problem-solving while helping the team meet service and operational goals. The Lead also serves as a subject matter expert, monitors performance, and partners cross-functionally to resolve issues and improve the overall Care Center experience.
Requirements
- 2+ years of call center, customer service, dispatch, or similar operational experience
- 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
- High-speed internet and a quiet, dedicated workspace
Nice To Haves
- Lead, SME, trainer, or call center leadership experience preferred
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.
- Monitor team performance and key metrics, identifying trends and opportunities for improvement.
- Assist with quality reviews, audits, reporting, and process improvements.
- Communicate performance, attendance, coverage, and operational concerns to Care Center management.
- Provide frontline Care Center support when needed.
- Maintain HIPAA standards related to patient confidentiality.
- Maintain confidentiality and adhere to established privacy and security policies.
Benefits
- Paid Time Off
- 401K with 4% employer matching
- Medical Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
