Customer Care Center Team Lead

Sonova Group

. Lead, coach, and develop a team of Patient Scheduling & Conversion Specialists .

Posted 10/26/2026full-timeRemote • United StatesSenior💰 $62,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to enhance team performance in patient scheduling and conversion. Proficient in managing KPIs, developing performance improvement plans, and utilizing CRM and contact center systems to drive operational success.

Highest-signal resume keywords

Team LeadershipCoaching And DevelopmentPerformance Improvement PlansKPI ManagementBilingual English/Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient SchedulingConversion StrategiesPerformance Data AnalysisQuality AssuranceCRM SystemsContact Center OperationsAppointment SettingCustomer ServiceRemote Team ManagementProcess Improvement

Soft Skills

LeadershipCommunicationConflict ResolutionRelationship-BuildingProblem-Solving

Tools & Technologies

Workforce Management SystemsScheduling SoftwareQuality Management ToolsContact Center Systems

Industry Keywords

Retail HealthcarePatient AccessMedical SchedulingHearing CareDentalVisionWellnessAppointment-Based Environment

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Experience using CRM, quality, workforce management, scheduling, and contact center systems
Experience leading remote employees or distributed teams
High school diploma or equivalent required
An equivalent combination of education and relevant leadership experience will be considered
Bilingual English/Spanish communication skills preferred

Benefits

Comp & perks

Performance-based incentive opportunity 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