Summary

JOB SUMMARY: 
Under the direction of the Contact Center Manager, the Team Lead will assist with daily operations of the
Call center; such as scheduling, onboarding, coaching agents, training, quality assurance and managing
the staff to call volume ratio. Will provide agent support for escalated calls and interacts with physicians’
offices for updates and changes. Responsible for updating and maintaining operational procedure guides
and procedures. The Contact Center Team Lead possesses expert knowledge of all Contact Center Agent job
responsibilities and when needed acts in the contact center agent role.

 

REQUIREMENTS:

Entry level knowledge; basic employment skills. Degree or HS Diploma not required.
Education/Knowledge: Experience: 3-5 years

Additional Information

As one of the largest health care providers in Maryland, with 13,000 team members, We strive to CARE BRAVELY for over 1 million patients annually. LifeBridge Health includes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.