<p>POSITION OVERVIEW:</p> <p>The Contact Center Team Lead is responsible for overseeing the daily operations of the Contact Center, ensuring superior service standards while maintaining compliance with policies, procedures, and audit requirements.</p> <p>KEY RESPONSIBILITIES:</p> <p>Demonstrate leadership and professionalism at all times. Monitor the daily activities and performance of frontline staff. Provide real-time feedback and coaching as needed. Adhere to Contact Center protocols to optimize performance and service levels. Ensure compliance with company policies, procedures, and industry regulations. Resolve complex issues, establish work priorities, and make decisions within established guidelines. Track and monitor goals, preparing management summary reports as requested. Oversee call center technology, CRM systems, telephony, data processing, and workforce management tools to ensure operational efficiency. Support frontline staff through coaching, training, and motivation. Conduct team meetings as needed to assist the Supervisor. Remain calm and composed under pressure and in challenging situations. Be receptive to coaching and collaborate effectively with all levels of management. Complete ad hoc tasks as directed by management.</p> <p>SKILLS AND EDUCATION:</p> <p>Education & Experience</p> <p>Bachelor's degree preferred or equivalent work experience. 2+ years of professional experience in healthcare, customer service, or sales within an admissions environment preferred. Experience working in a substance abuse facility, addiction treatment, or mental health services is a plus.</p> <p>Technical & Interpersonal Skills</p> <p>Proficiency in Microsoft Office; experience with Salesforce is a plus. Strong ability to communicate empathetically and compassionately with individuals in distress. Ability to remain composed under pressure while handling complex and emotionally sensitive situations. Excellent interpersonal skills with the ability to provide constructive feedback to both staff and management. Strong analytical, problem-solving, decision-making, and time management skills. Ability to inspire, support, and guide others. Strong planning and prioritization skills. Ability to work independently and collaboratively in a team environment. Resilience under pressure with strong negotiation and problem-solving abilities. Proficient documentation and data entry skills. Exceptional listening and communication skills. Ability to assess and respond to evolving client and family needs. Strong multitasking skills with a keen eye for detail in a fast-paced environment. Accurate and efficient computer proficiency. Willingness to work weekends and evenings as needed.</p> <p>COMPETENCIES:</p> <p>Customer Service: Prioritizes customer needs while optimizing available resources.</p> <p>Impact & Influence: Works effectively with and through others, including those outside of direct authority.</p> <p>Communication: Demonstrates strong verbal and written communication skills, prepares clear reports, delivers effective presentations, and actively listens.</p> <p>WORK ENVIRONMENT:</p> <p>Professional office setting with primarily seated work utilizing standard office equipment such as computers, phones, photocopiers, and filing cabinets. Ability to work independently and collaboratively within a team. Moderate noise level.</p> <p>PHYSICAL DEMANDS:</p> <p>While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.</p> <p>TRAVEL:</p> <p>Minimal to no travel required.</p>