Customer Care 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 Customer Care Center Team Lead based in the United States.

The Customer Care Center Team Lead oversees and develops a team of specialists responsible for patient scheduling, engagement, and appointment conversions in a remote contact center environment. This role combines hands-on leadership, performance management, and patient-focused service to help individuals access hearing healthcare. You will coach team members, monitor key performance indicators, and drive improvements in scheduling outcomes, service quality, productivity, and patient satisfaction. Working closely with operational, clinical, training, and quality teams, you will help resolve escalations, strengthen employee capabilities, and maintain consistent service standards. This position offers the opportunity to influence team performance, improve the patient journey, and contribute to continuous improvement across a growing healthcare operations function.