Contact Center Team Lead

Job not on LinkedIn

🔥 39 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shared Practices Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2022

🏥 Healthcare

📚 Education

🤝 B2B

Healthcare • Education • B2B

Shared Practices Group is a dentist-founded, dentist-owned Dental Support Organization (DSO) that specializes in full-arch implant dentistry. SPG operates approximately 50 practices nationwide with 350+ staff and emphasizes transforming patient lives through denture and implant care, claiming 50k+ smiles transformed and high patient satisfaction. The company provides strong practice management support while preserving clinical autonomy, offers in-house labs at each practice, a formal training program (SPG-U), and a weekly industry podcast. SPG markets a partner/ownership model for dentists (earned equity, zero debt), a four-day work week, and centralized operational and educational resources to scale full-arch implant services across its network.

📋 Description

• 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 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

🎯 Requirements

• Two or more years of contact center experience • 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 • 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 contact center telephony, scheduling, and tracking tools • Ability to learn new tools 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

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting

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