Senior Team Lead, Call Center (Healthcare)

Senior Team Lead, Call Center (Healthcare)

Porter is hiring for a Call Center Manager. We are seeking a driven, hands-on Senior Team Lead to take ownership of day-to-day call center performance. The ideal candidate thrives in high-intensity, fast-paced settings, is data-driven and decisive, and has a proven track record of scaling contact center performance with predictable and measurable results.

Key Responsibilities :

• Oversee daily and hourly call center operations to ensure performance metrics and KPIs are consistently met.
• Drive team and individual productivity, ensuring schedulers and call center agents are executing efficiently and effectively.
• Actively monitor performance throughout the dayidentifying issues, escalating when needed, and pivoting priorities as business needs evolve.
• Address productivity and performance gaps immediately, providing coaching, corrective action, or escalation as appropriate ("fix or fire fast").
• Foster accountability and results orientation, creating a high-performance culture focused on speed, precision, and execution.
• Collaborate with leadership to implement process improvements, optimize workflows, and ensure operational excellence.

Qualifications :

Benefits of Working with Porter :

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.