Contact 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 Contact Center Team Lead based in United States. This role is a hands-on leadership position within a high-volume healthcare contact center environment.You will serve as a senior resource for frontline specialists while remaining actively engaged in supporting patients and resolving complex inquiries.The role combines real-time coaching, escalation management, quality oversight, and operational performance monitoring.You will help maintain strong service levels by identifying workflow issues, analyzing performance trends, and supporting continuous improvement.Working closely with supervisors and cross-functional teams, you will help strengthen training, consistency, compliance, and patient satisfaction.At least half of your time will be spent directly handling calls and assisting patients, keeping your frontline expertise current.This is an ideal opportunity for an experienced contact center professional who leads through expertise, empathy, and collaboration.