Call Center Team Leader

Hearing Care Central National Contact Center

O8

Fallon, IL | Full-Time | On-Site

Lead with Purpose. Grow with Impact.

Hearing Care Central is the premier contact center for Beltone, the nation
01s #1 hearing aid provider, and every call we take helps someone reconnect with the world around them. We support Beltone hearing care clinics across the country by delivering exceptional patient experiences with empathy, precision, and integrity.

We01re looking for a Call Center Team Leader who thrives in a fast-paced environment, loves developing people, and is motivated by results. If you
01re passionate about coaching teams, improving performance, and making a meaningful difference in patients
01 lives, this role was built for you.

As a Call Center Team Leader
, you
01ll serve as a key connector between frontline Patient Relationship Specialists (PRS) and leadership. You
01ll guide daily operations, elevate service quality, and empower your team to exceed performance goals while fostering a positive, high-engagement culture.

You
01ll be trusted to lead, coach, problem-solve, and drive real impact across inbound, outbound, and omnichannel patient interactions.

• Supervise, motivate, and support a team of Patient Relationship Specialists.
• Create a culture of accountability, collaboration, and continuous improvement.
• Serve as the first point of escalation for agent questions and patient concerns.
• Provide real-time coaching to reinforce best practices and service excellence.
• Foster a positive, collaborative & performance driven team culture

• Monitor team and individual KPIs including call quality, AHT, booking rates, CSAT, and adherence.
• Conduct coaching sessions, performance reviews, and development conversations.
• Review calls and interactions to ensure compliance, quality, and patient satisfaction.
• Identify training opportunities and support skill development across the team.
• Clearly communicate goals, updates, and operational changes.
• Share insights and performance trends with leadership through reporting.
• Support new initiatives, tools, scripts, and campaigns.
• Participate in team meetings and cross-functional projects.

• Handle complex or escalated patient interactions with professionalism and empathy.
• Ensure HIPAA compliance and adherence to company policies at all times.

• Associate
  01s degree or equivalent (60 credit hours);
  Bachelor
  01s preferred.
• 2+ years of call center or patient service experience.
• 1+ year in a supervisory, lead, or coaching role.

• Strong leadership, coaching, and interpersonal skills.
• Confident communicator - verbal and written.
• Data-driven mindset with the ability to analyze metrics and drive improvement.
• Excellent problem-solving and conflict-resolution abilities.
• Organized, adaptable, and comfortable in a metrics-driven environment.
• High level of professionalism, reliability, and integrity.
• Ability to work well with a variety of personalities & effectively build relationships with employees
• Effective organizational and time management skills with the ability to work effectively and meet deadlines

• Experience in healthcare or patient-focused environments.
• Strong patient service skills and knowledge of patient experience best practices.
• Knowledge of HIPAA compliance.
• Proficiency with CRM systems, call center platforms, and Microsoft Office.
• Experience with call monitoring and QA tools.