Beltone Alliance · 5 days ago
Call Center Team Leader
Greater St. Louis
Full-time
Onsite
Entry, Mid Level
2+ years expBeltone Alliance is the leading contact center for the nation’s #1 hearing aid provider, Beltone. They are seeking a Call Center Team Leader to supervise and motivate a team of Patient Relationship Specialists, drive performance, and enhance service quality while fostering a positive team culture.
Hospital & Health Care
Responsibilities
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
Qualification
Required
Associate's degree or equivalent (60 credit hours); Bachelor's 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
Preferred
Experience in healthcare or patient-focused environments
Strong patient service skills and knowledge or 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
Bilingual (Spanish) a plus
Company
Beltone Alliance
We are a fourth-generation family-owned hearing healthcare company that operates over 184 local Beltone office locations in Illinois, Florida, Missouri, Kansas, Arkansas, Oklahoma, and Tennesee.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brad Jackson, BC-HIS
Chief Business Development Officer
Glenn Otey
Chief Sales Officer
Company data provided by crunchbase