Job Description

Lead Call Center & Screening Specialist

Overview

We are seeking an experienced and motivated Lead Call Center & Screening Specialist to


oversee the daily operations of our growing call center and intake/screening team. In this


leadership role, you will ensure staff are managing time effectively, delivering high-quality client


interactions, and meeting organizational standards. You will coach and support team members,


monitor performance, and implement process improvements that enhance both client


satisfaction and team efficiency.

Key Responsibilities

Oversee call queues and schedules to ensure a steady flow of screening appointments.


Monitor screener performance, productivity, and accuracy of assessments.


Provide leadership, coaching, and daily support to call center agents and screeners.


Monitor voicemails and text messages to guarantee prompt and professional responses.


Supervise intake/screening processes to ensure efficiency, accuracy, and positive client


experiences.


Track performance metrics (e.g., response times, call quality, intake completion) and


provide timely feedback.


Support onboarding, training, and development of new team members.


Collaborate with organizational leadership to refine intake workflows and improve


service delivery.


Ensure staff are maximizing productivity and adhering to established standards.


Act as a point of escalation for complex client issues, resolving or escalating as


appropriate.


Foster a positive, mission-driven, and client-centered culture across the team.

Qualifications

High school diploma or equivalent required; bachelor's degree preferred.


Experience in call center operations, intake, or client services required.


Previous leadership, team lead, or coordinator experience strongly preferred.


Strong communication, organizational, and problem-solving skills.


Professional, warm, and supportive demeanor with the ability to motivate staff.


Proficiency with CRM and scheduling systems, or willingness to learn quickly.


Flexible, adaptable, and comfortable working in a fast-paced, growing organization.