Customer Care Center Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $62k - $72k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Sonova Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🏥 Healthcare

🧬 Biotechnology

Healthcare • Biotechnology • Consumer Hearing

Sonova Group is a global leader in innovative hearing care solutions, providing a range of products including personal audio devices, hearing aids, cochlear implants, and audiological care services. Established in 1947 and headquartered in Stäfa, Switzerland, Sonova operates through multiple business units such as Hearing Instruments and Audiological Care, alongside well-known brands like Phonak and Unitron. With a presence in over 100 countries, Sonova is dedicated to improving the lives of those with hearing loss through advanced technology and comprehensive care.

📋 Description

• Lead, coach, and develop a team of Patient Scheduling & Conversion Specialists • Provide daily direction, support, and performance feedback; conduct one-on-one coaching sessions, performance discussions, and team meetings • Monitor individual and team performance against scheduling, conversion, show-up, quality, productivity, and patient experience goals • Use performance reports, call observations, and quality results to identify coaching opportunities and improve results • Develop and monitor performance improvement plans and employee development plans • Reinforce approved call flows, scripts, scheduling processes, patient engagement standards, and accurate CRM documentation • Monitor attendance, schedule adherence, productivity, service levels, and real-time operational needs • Resolve escalated patient concerns and guide complex patient interactions • Partner with Quality Assurance and Training to address performance gaps and support onboarding and employee development • Communicate business updates, process changes, priorities, and performance expectations • Collaborate with clinic teams, hearing care professionals, and cross-functional departments • Support patient engagement initiatives, process improvement, and contact center transformation efforts, including SMS, chat, and digital channels • Assist with interviewing, selecting, and onboarding new team members • Support patient interactions when operationally necessary

🎯 Requirements

• Minimum 3 years of experience in a Team Lead, Supervisor, or contact center leadership position • Minimum 5 years of customer service, sales, appointment setting, patient scheduling, or contact center experience • Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care, dental, vision, wellness, or a similar appointment-based environment • Demonstrated success coaching employees to achieve scheduling, conversion, productivity, patient experience, and quality goals • Experience managing KPIs, coaching plans, performance improvement plans, and employee development • Strong leadership, communication, conflict resolution, relationship-building, and problem-solving skills • Ability to interpret performance data and develop action plans that improve individual and team results • Ability to manage multiple priorities and respond effectively to changing business needs • Dedicated, quiet work-from-home environment and reliable high-speed internet connection • Experience using CRM, quality, workforce management, scheduling, and contact center systems • Experience leading remote employees or distributed teams • High school diploma or equivalent required • An equivalent combination of education and relevant leadership experience will be considered • Bilingual English/Spanish communication skills preferred

🏖️ Benefits

• Performance-based incentive opportunity tied to team scheduling results, quality, attendance, patient experience, and operational performance • Medical, dental, and vision insurance • 401(k) with company match • Paid time off and paid holidays • Employee Assistance Program • Free hearing aids for employees and discounts for qualified family members • Career development, leadership training, and performance recognition opportunities • Remote work environment