Contact Center Lead

Position Overview The Contact Center Lead (CCL) serves as a frontline operational leader within Harbor Health's contact center, supporting the supervisor in managing daily performance, handling escalations, and providing agents with real-time coaching and guidance. The Lead acts as a subject matter expert for complex member scenarios, maintains quality and compliance standards, and bridges frontline agents and leadership. This is a working lead role — the CCL remains active in member-facing work while supporting team operations. Duties & Responsibilities Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation Oversee callback management, ensuring timely member follow-up and adherence to service standards Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team Support training and development through coaching, onboarding support, and knowledge sharing Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes Track and report trends in performance, escalations, and call drivers to provide actionable operational insights Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up Desired Professional Skills & Experience Required 2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation Experience supporting team performance against service levels, quality, and productivity metrics Proficiency in handling and resolving on-phone and off-phone escalations Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance Strong problem-solving and documentation skills for timely issue resolution and follow-up Ability to coordinate effectively with clinical, operations, and support teams Experience supporting agent training, onboarding, and knowledge transfer Detail-oriented with strong written and verbal communication skills Preferred Experience in a payvider, ACO, or value-based primary care environment Familiarity with Athena or similar EHR/scheduling platforms Understanding of HEDIS, Star Ratings, or quality performance frameworks Experience with callback management systems or CRM complaint tracking tools Bilingual: English / Spanish What We Offer Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience Collaborative environment where clinical, operations, and contact center teams work closely together An organization of people passionate about transforming healthcare access for underserved communities in Texas Competitive salary and benefits package A clear growth path as Harbor's contact center operations expand A transparent startup culture where your contributions are seen and valued Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.