Description
Full Time – Contact Center Leader
The Contact Center Lead is a key team member who helps ensure that an exceptional patient experience is being delivered through agent support. This position is intended for individuals who consistently surpass expectations, exhibit leadership potential, and possess a strong commitment to patient care. Leads are empathetic, caring, and engaging individuals with excellent listening and communication skills. They have a deep understanding of the challenges faced by individuals with substance use disorders (SUD) in deciding to seek help. Leads will allocate their time between handling calls (approx. 50%) and supporting operational functions such as queue monitoring, providing chat escalation assistance, and participating in other support initiatives (approx. 50%), which can vary depending upon business needs.
Essential Job Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Take inbound and outbound calls, maintaining the highest standards of professionalism, accuracy, and efficiency.
• Model best practices in customer service, adherence to processes, and call handling.
• Provide an example for peers by consistently demonstrating empathy, active listening, and problem-solving skills.
• Monitor call queues and assist with real-time adjustments to improve service levels.
• Provide chat and escalation support, assisting agents in de-escalating difficult situations and ensuring positive patient experiences.
• Serve as a subject matter expert (SME) by answering agent questions and offering support in real time.
• Assist with training and mentoring new and existing agents.
• Support leadership with operational projects as assigned.
• Help reinforce company vision, culture, and a positive team environment.
• Champion inclusivity by ensuring all team members feel valued and supported, fostering a welcoming work culture.

Qualifications

• Demonstrated high performance in a contact center role, consistently meeting or exceeding key performance indicators (KPIs).
• At least 1–2 years of experience in a customer service, contact center, or related field.
• Strong leadership potential and a passion for coaching, training, and supporting teammates.
• Ability to remain professional and calm under pressure, especially during escalations.
• Excellent verbal and written communication skills.
• Strong organizational skills, with the ability to multitask and prioritize effectively.
• Ability to work collaboratively across teams and departments.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and CRM/contact center software.
• Mission Driven – Passionate about helping our patients.
• Minimum tenure of 6 months in an intake coordinator role and in good standing (internal candidate).
• Satisfactory references from employers and/or professional peers.
• Satisfactory criminal background check.
• Satisfactory drug screen.

Benefits:

• Competitive salary
• Comprehensive benefits package including medical, dental, vision and 401(K)
• Generous paid time off accrual
• Excellent growth and development opportunities
• Satisfying and rewarding work striving to overcome the opioid epidemic

Here is what you can expect from us:
BayMark Health Services specializes in the treatment of opioid addiction. BayMark Health Services provides medication-assisted treatment services in a variety of modalities and settings through our divisions: BAART Community HealthCare, Health Care Resource Centers and MedMark Services, Inc. BayMark Health Services, also provides traditional primary health care services, as well as integrated primary care, in select locations.
BayMark Health Services is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.

• Take inbound and outbound calls, maintaining the highest standards of professionalism, accuracy, and efficiency.
• Model best practices in customer service, adherence to processes, and call handling.
• Provide an example for peers by consistently demonstrating empathy, active listening, and problem-solving skills.
• Monitor call queues and assist with real-time adjustments to improve service levels.
• Provide chat and escalation support, assisting agents in de-escalating difficult situations and ensuring positive patient experiences.
• Serve as a subject matter expert (SME) by answering agent questions and offering support in real time.
• Assist with training and mentoring new and existing agents.
• Support leadership with operational projects as assigned.
• Help reinforce company vision, culture, and a positive team environment.
• Champion inclusivity by ensuring all team members feel valued and supported, fostering a welcoming work culture