Contact Center Team Lead
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Skills
About the role
Description
Contact Center Team Lead | Shared Practices Group
Are you a people-focused leader who loves developing talent, driving results, and creating a positive team environment? Shared Practices Group is looking for a Contact Center Team Lead to help guide and support our Patient Help Center team.
In this role, you'll lead a team of specialists who serve as an important connection between patients and the dental care they need. You'll focus on coaching, team performance, daily operations, and ensuring every patient receives a great experience.
What You'll Do
- Lead, motivate, and support a team of Patient Help Center Specialists.
- Provide ongoing coaching, feedback, and development to help team members succeed.
- Monitor team performance, productivity, and service quality to ensure goals are met.
- Coordinate daily schedules, staffing coverage, and workflow priorities.
- Support the resolution of escalated patient concerns with professionalism and empathy.
- Identify opportunities to improve processes, efficiency, and overall team performance.
- Collaborate with contact center leadership and support partners to ensure smooth operations.
- Build a positive, accountable, and results-driven team culture.
Why Shared Practices Group?
At Shared Practices Group, we're passionate about transforming lives through exceptional dental care. Our Patient Help Center plays an essential role in helping patients take the first step toward a healthier, more confident smile.
We're looking for a leader who shares that passion and is excited to make a meaningful impact on both their team and the patients we serve.
Requirements
What We're Looking For
- Two or more years of contact center experience with demonstrated mastery of the SPG Call Handling Script and The 4 Core Behaviors of The SPG Way.
- Prior supervisory, lead, or mentoring experience in a contact center or customer service environment.
- Demonstrated ability to give direct feedback and hold peers accountable without escalating every issue.
- Strong real-time problem solving; able to de-escalate and redirect during high-volume periods.
- Experience leading or coordinating with remote and offshore team members across time zones, including outsourced or vendor-provided staff.
- Familiarity with the telephony, scheduling, and tracking tools used by the contact center, and the ability to learn new ones quickly as systems change.
- Ability to train and certify new hires, including staff outside the contact center.
- Ability to document performance and attendance clearly, consistently, and on time.
- Commitment to SPG Core Values and serving as a daily example of The SPG Way.