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Contact Center Team Lead Jobs (NOW HIRING)

Ventra Health, Inc.

Contact Center Team Lead

The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day ...

TOGA Technology

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JUNIOR CONTACT CENTER TEAM LEAD

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$19 - $21/hr

The ideal candidate for the Junior Contact Center Team Lead is organized, dependable and is a purposeful professional with impeccable time management skills. This role supports dual contact center ...

Bassett Services

Contact Center Lead

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Overview Contact Center Lead Position Summary We are seeking a motivated, results-driven Contact ... Key Responsibilities Team Leadership & Performance Management * Monitor employee performance ...

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Contact Center Team Leader

Salem, OR · On-site

$60K/yr

The Contact Center Team Leader position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing ...

GT Independence

Contact Center Team Leader

Salem, OR · On-site

$60K/yr

The Contact Center Team Leader position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing ...

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How much do contact center team lead jobs pay per year?

As of Sep 8, 2026, the average yearly pay for contact center team lead in the United States is $59,982.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,000.00 and $63,000.00 per year, depending on experience, location, and employer.

What is a contact center team lead?

Contact Center Team Leads are professionals who oversee and guide a team of customer service representatives within a call or contact center. Their responsibilities include managing daily operations, monitoring team performance, providing training and support, and ensuring customer inquiries are handled efficiently. Team Leads play a critical role in maintaining high service standards, resolving escalated issues, and driving the team towards achieving performance targets. They also often serve as a communication bridge between management and frontline staff.

What does a contact center team lead do?

As a Contact Center Team Lead, you play a critical role in monitoring daily operations, providing guidance to team members, and ensuring service quality standards are met. You support team performance by coaching agents, conducting regular feedback sessions, and identifying opportunities for skill development. When escalated customer issues arise, you act as the point of contact to resolve complex problems efficiently, balancing customer satisfaction with company policies. This role requires strong communication skills and the ability to motivate and develop your team in a fast-paced environment.

What skills and qualifications are needed to thrive as a contact center team lead?

To thrive as a Contact Center Team Lead, you need experience in customer service, strong leadership abilities, and familiarity with performance metrics, often supported by a background in call center operations or related supervisory roles. Proficiency with contact center software (like CRM systems and workforce management tools) and knowledge of quality assurance protocols are typically required. Exceptional communication, conflict resolution, and motivational skills help team leads inspire staff and handle escalated situations effectively. These capabilities ensure smooth operations, high team morale, and excellent customer service outcomes in a dynamic contact center environment.

Who are the top companies hiring for Contact Center Team Lead jobs?

The top employers for Contact Center Team Lead jobs are:

What are popular job titles related to Contact Center Team Lead jobs?

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Contact Center Team Lead jobs near you

Contact Center Team Lead

Ventra Health, Inc.

Remote

Full-time

Posted 4 days ago

Ventra Health rating

8.0

Company rating: 8.0 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

127th of 500 rated business services

Job description

About Us
Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.
  • Come Join Our Team!
    • As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.
  • Help Us Grow Our Dream Team - Join Us, Refer a Friend, and Earn a Referral Bonus!

Job Summary
  • The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day operations, training, and escalations while maintaining active participation in patient support activities. The Lead supports service delivery by resolving complex issues, mentoring peers, monitoring queue performance, and promoting adherence to quality and productivity standards.

The Contact Center Team Lead balances leadership responsibilities with hands-on operational duties and is expected to spend at least 50% of their time actively answering calls and assisting patients to ensure service level goals and frontline expertise are maintained. This role provides operational direction and support to Contact Center Specialists but does not have formal supervisory authority.
Essential Functions and Tasks
  • Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.
  • Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
  • Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
  • Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
  • Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
  • Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.
  • Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
  • Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
  • Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.
  • Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.
  • Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.
  • Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.
  • Perform special projects and other duties as assigned.

Education and Experience Requirements
  • Associate's degree (2 years) required; bachelor's degree in business, Healthcare, or related field preferred.
  • Minimum of 2-3 years of experience in a healthcare contact center or similar high-volume customer service environment.
  • Prior experience serving as a senior agent, team lead or mentor preferred.

Knowledge, Skills, and Abilities
  • Fluency in English, with strong verbal and written communication skills.
  • Deep understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs).
  • Demonstrated ability to handle escalated calls with empathy, professionalism, and accuracy.
  • Proficiency with contact center technologies, CRMs, and Microsoft Office applications.
  • Strong analytical and problem-solving skills with attention to detail.
  • Ability to coach and mentor peers effectively.
  • Excellent organizational, time management, and multitasking abilities.
  • Ability to work collaboratively in a fast-paced environment while maintaining a positive, professional demeanor.
  • Flexibility to adapt to evolving business needs and process improvements.

Compensation
  • Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
  • This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health
Equal Employment Opportunity (Applicable only in the US)
Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.
Recruitment Agencies
Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.
Solicitation of Payment
Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.
Attention Candidates
Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.
To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.
Statement of Accessibility
Ventra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.

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