Customer Care Center Team Lead

About AudioNova

Position Summary

Key Responsibilities

• Lead, coach, and develop a team of Patient Scheduling & Conversion Specialists.
• Provide daily direction, support, and performance feedback; conduct regular 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 with professionalism and compassion.
• Partner with Quality Assurance and Training to address performance gaps and support onboarding and ongoing 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, and support patient interactions when operationally necessary.

Required Qualifications

• 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.

Preferred Qualifications

• Experience using CRM, quality, workforce management, scheduling, and contact center systems.
• Experience leading remote employees or distributed teams.
• Bilingual English/Spanish communication skills.
• Education
• High school diploma or equivalent required.
• Associate or bachelor’s degree in business, healthcare, communications, leadership, or a related field preferred.
• An equivalent combination of education and relevant leadership experience will be considered.
• Key Performance Indicators
• Success in this role may be measured by team schedule rate, appointments scheduled, show-up rate, conversion rate, completed evaluations, customer satisfaction, first contact resolution, escalation resolution, quality assurance scores, documentation accuracy, compliance, coaching completion, attendance, schedule adherence, productivity, service level support, employee retention, and engagement.
• Compensation & Benefits
• Base salary: $62,000–$72,000 annually, with an opportunity to earn additional compensation through a performance-based incentive program 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.
• Why Join AudioNova?
• At AudioNova, your leadership helps patients take the first step toward better hearing. You’ll have the opportunity to develop people, strengthen team performance, improve access to hearing care, and contribute to a growing Patient Revenue Operations & Conversions organization focused on exceptional patient care, operational excellence, and continuous improvement.
• AudioNova is an equal opportunity employer. We are committed to providing equal employment opportunities and fostering a workplace where people of diverse backgrounds can belong, grow, and have an impact.

Education

Key Performance Indicators

Compensation & Benefits

Why Join AudioNova?