Call Center Team Leader
Hearing Care Central National Contact Center
O’Fallon, IL | Full-Time | On-Site
Lead with Purpose. Grow with Impact.
At Hearing Care Central, we are the premier contact center for Beltone, the nation’s #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.
We’re looking for a Call Center Team Leader who thrives in a fast-paced environment, loves developing people, and is motivated by results. If you’re passionate about coaching teams, improving performance, and making a meaningful difference in patients’ lives, this role was built for you.
The Role
As a Call Center Team Leader, you’ll serve as a key connector between frontline Patient Relationship Specialists (PRS) and leadership. You’ll guide daily operations, elevate service quality, and empower your team to exceed performance goals while fostering a positive, high-engagement culture.
You’ll be trusted to lead, coach, problem-solve, and drive real impact across inbound, outbound, and omnichannel patient interactions.
What You’ll Do
Lead & Inspire
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Supervise, motivate, and support a team of Patient Relationship Specialists.
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Create a culture of accountability, collaboration, and continuous improvement.
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Serve as the first point of escalation for agent questions and patient concerns.
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Provide real-time coaching to reinforce best practices and service excellence.
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Foster a positive, collaborative & performance driven team culture
Drive Performance & Quality
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Monitor team and individual KPIs including call quality, AHT, booking rates, CSAT, and adherence.
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Conduct coaching sessions, performance reviews, and development conversations.
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Review calls and interactions to ensure compliance, quality, and patient satisfaction.
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Identify training opportunities and support skill development across the team.
Communicate & Collaborate
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Clearly communicate goals, updates, and operational changes.
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Share insights and performance trends with leadership through reporting.
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Support new initiatives, tools, scripts, and campaigns.
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Participate in team meetings and cross-functional projects.
Support Patients When It Matters Most
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Handle complex or escalated patient interactions with professionalism and empathy.
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Ensure HIPAA compliance and adherence to company policies at all times.
What You Bring
Required
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Associate’s degree or equivalent (60 credit hours); Bachelor’s preferred.
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2+ years of call center or patient service experience.
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1+ year in a supervisory, lead, or coaching role.
Skills That Set You Apart
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Strong leadership, coaching, and interpersonal skills.
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Confident communicator - verbal and written.
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Data-driven mindset with the ability to analyze metrics and drive improvement.
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Excellent problem-solving and conflict-resolution abilities.
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Organized, adaptable, and comfortable in a metrics-driven environment.
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High level of professionalism, reliability, and integrity.
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Ability to work well with a variety of personalities & effectively build relationships with employees
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Effective organizational and time management skills with the ability to work effectively and meet deadlines
Preferred (Not Required)
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Experience in healthcare or patient-focused environments.
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Strong patient service skills and knowledge or patient experience best practices.
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Knowledge of HIPAA compliance.
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Proficiency with CRM systems, call center platforms, and Microsoft Office.
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Experience with call monitoring and QA tools.
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Bilingual (Spanish) a plus.
Work Environment & Schedule
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Fast-paced, collaborative call center environment.
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On-site, full-time position.
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Schedule flexibility may be required, including evenings, weekends, or holidays.
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May require monitoring sensitive or challenging customer reactions
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Required to speak clearly and listen; sit for prolonged periods, stand, walk short distances, reach, lift (20 lbs. or less), and repeat motions that use wrists, hands and fingers.
What We Offer
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Competitive pay with performance incentives
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Clear pathways for career growth and leadership development
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Ongoing training and professional development
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Supportive, team-oriented culture
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Purpose-driven work that truly helps people hear and connect
Compensation & Benefits:
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Starting at $42,000 - $50,000 annually. Depending on experience & assessment scores
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Paid Time Off (after 90 days)
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Paid Holidays
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401(k) (after 60 days)
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Health, Dental, Vision, FSA, Short & Long Term Disability, Voluntary Life, and more (after 60 days)
If you’re ready to lead a team, grow your career, and make a difference - we’d love to meet you.
