Benefits:

Competitive salary

Health insurance

Paid time off

Vision insurance

At Sendaride, our mission is the heartbeat of everything we do. We’re committed to empowering individuals, families, and communities by providing compassionate, non-emergency medical transportation. We help people get to medical appointments, procedures, and testing, ensuring they receive the care they need.

What we offer

100% remote work

Starting pay: $17/hr (negotiable based on experience)

Daytime schedule with fluctuating start times (6am-8am CST); occasional Saturday shifts as needed

A positive, progressive culture that values and empowers employees

Opportunities to contribute and implement ideas for process improvements

Medical, vision, and dental benefits

Simple IRA, 3% matching

Paid Time Off (PTO)

Must reside in one of the following states, AZ, FL, GA, KY, ME, MI, MO, NE, OH, OK, PA, SC, TX.

About this role: With a high degree of latitude and ownership, the Care Center Lead is responsible for achieving company-wide metrics by guiding and coaching their team of Care Center Representatives. You will influence and drive results through cultivating, coaching, developing, and motivating your team of Care Center Representatives with a passion for service and people management.

Reporting to the Care Center Director the Care Center Lead is the subject matter expert in all aspects of non-emergency medical transportation, dispatch, and customer support from technical processes and systems, industry knowledge and most importantly healthcare standards and philosophies.

You will work cross functionally with the Operations and Transportation Success teams sharing resources and skills. You will contribute both strategically and hands on providing data-driven solutions that promote and accelerate Care Center support solutions.

This is an opportunity to be part of a high-growth company where you can influence thinking around process improvement and people development, resulting in a direct impact on our business and employee experience.

Essential functions

Training and Development: Ensure new and existing team members maintain up-to-date product knowledge and client information through ongoing training, adhering to prescribed timelines and company standards.

Performance Monitoring: Monitor team metrics to ensure goals are met. Provide timely, in-the-moment feedback and conduct regular 1:1 coaching sessions.

Attendance and Adherence Management: Oversee employee attendance and ensure adherence to schedules in line with client service level agreements (SLAs), optimizing team productivity to meet operational requirements.

Workforce Management: Oversee attendance, adherence, and real-time staff allocation to ensure optimal performance and shift productivity, adjusting resources as needed.

Measurements of success

Key Performance Indicators: Ensure team performance meets or exceeds targets for average handle time, speed of answer, quality metrics, and individual client SLAs.

Timeliness and Accuracy: Deliver recurring tasks such as daily performance reports, weekly quality audits, and training updates on time and with precision.

Coaching and Performance Management: Demonstrate strong coaching skills by monitoring individual and team performance. Implement performance management steps in alignment with SendaRide procedures to address gaps and foster continuous improvement.

Communication: Handle internal and external escalations with urgency and precision, communicating promptly and accurately to the appropriate stakeholders in line with company guidelines.

Competencies

Team Leadership and Communication: Proven ability to motivate, inspire, and communicate effectively with team members to foster a collaborative and high-performing environment.

Coaching and Development: Skilled at identifying skill and knowledge gaps within the team and providing coaching to improve individual and overall team performance.

Strategic Resource Optimization: Expertise in optimizing employee productivity by ensuring resources are strategically allocated to the right tasks at the right time.

Data Driven Decision Making: Proficient in utilizing and analyzing business data and reports to drive team performance, align with company metrics, and meet client service level agreements (SLAs).

Effective Communication: Strong verbal and written communication skills, with the ability to convey information clearly and persuasively to various stakeholders.

Time Management: Excellent time management skills, capable of managing multiple priorities and deadlines efficiently.

Qualifications

1+ years' experience of call center experience; supervisory or SME role for team of 5+ individuals

1+ years' experience using dispatch and customer service systems

Familiar with a metrics-driven, fast-paced environment

Experience with Microsoft Office, including SharePoint, Teams, and Excel

High speed internet access

Quiet dedicated workspace

This is a remote position.