Performing expert-level escalation handling to resolve complex and high-impact customer issues
Executing real-time performance support through coaching, guidance, and feedback to frontline agents
Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations
Coordinating continuity of operations by providing Supervisor backup coverage when needed
Preparing and supporting talent development activities, including coaching, talent identification, and cross-training

High School Diploma/GED (or higher)
Three (3) years of customer support, call center, healthcare support, or related experience
Two (2) years of experience handling escalations or complex customer situations
Demonstrated experience providing peer support, guidance, or informal leadership within a team environment
Experience working in a high-volume, fast-paced customer support environment
Strong understanding of performance metrics and service expectations (e.g., quality, adherence, and productivity)
Proven ability to manage priorities, communicate effectively, and solve problems in real time
Ability to work scheduled shifts in a 24/7 operational environment, including overtime as required
May be required to enter third-party facilities and possess certain licenses, vaccinations, and/or other credentials

National Contact Center Customer Care Lead

Key skills