Contact Center Lead

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $16 - $19 / hour

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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SendaRide

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

📦 Logistics

💼 Consulting

🏨 Hospitality

💰 $2M Venture Round - SendaRide on 2024-05

Logistics • Consulting • Hospitality

SendaRide is a non-emergency medical transportation (NEMT) company that connects patients with trained, certified drivers (called "Guides") who provide door-to-door, concierge-style rides to medical appointments. The company emphasizes safety and healthcare compliance—requiring background checks, certifications, drug screens, and vehicle standards—while offering flexible scheduling and per-ride pay for drivers. SendaRide's platform coordinates trip bookings, driver onboarding, and weekly payouts to improve access to healthcare and support communities.

📋 Description

• Provide real-time guidance, coaching, and support to Care Center Representatives • Monitor queues, staffing, workloads, service levels, and operational priorities • Resolve complex rider, Guide, client, and operational escalations • Support training and reinforce knowledge of systems, processes, and client requirements • Monitor team performance and key metrics, identifying trends and opportunities for improvement • Assist with quality reviews, audits, reporting, and process improvements • Communicate performance, attendance, coverage, and operational concerns to Care Center management • Provide frontline Care Center support when needed • Support achievement of service levels, productivity, quality, and client SLAs • Identify and resolve operational issues quickly and effectively • Provide timely, actionable coaching to team members • Handle escalations with sound judgment, urgency, and professionalism • Complete assigned reporting and quality responsibilities accurately and on time • Proactively identify opportunities to improve service, efficiency, and team performance

🎯 Requirements

• 2+ years of call center, customer service, dispatch, or similar operational experience • Lead, SME, trainer, or call center leadership experience preferred • Experience in a fast-paced, metrics-driven environment • Experience with customer service and/or dispatch systems • Proficiency with Microsoft Office, including Teams, SharePoint, and Excel • High-speed internet and a quiet, dedicated workspace • May have access to Protected Health Information (PHI) and must maintain HIPAA standards related to patient confidentiality • Must maintain confidentiality and adhere to established privacy and security policies

🏖️ Benefits

• Full-time schedule: Monday - Friday, 9:30 am - 6:30 pm or 10:00 am - 7:00 pm CST, with occasional weekend availability as needed • A front row seat at a fast-paced start up experiencing explosive growth • An opportunity to be a part of a team that values achievement, collaboration, and passion • Growth Opportunities: As a startup, we offer the unique opportunity to gain hands-on experience across multiple facets of the business • 100% Remote • Paid Time Off • 401K with 4% employer matching • Medical Benefits