Call Center Team Lead

About Us
At Intelvio Medical Training, we help people improve their lives and advance their careers through exceptional online and in-person healthcare education. Our technology platform is central to that mission, powering the systems that support our students, staff, and operations nationwide.

We are passionate about student success and are seeking a Student Services Team Lead who thrives in a fast-paced, service-driven environment and enjoys developing others while delivering an outstanding student experience.

Position Summary
The Student Services Team Lead supports daily call center operations while mentoring and guiding a team of Student Services Representatives. This role serves as a key point of contact for escalated student concerns, scheduling coordination, and team development.

The Team Lead works closely with the Student Services Manager and fellow Team Lead to ensure service quality, operational efficiency, consistent decision-making, and a positive experience for both students and staff. Leads are expected to partner together to maintain alignment in processes, communication standards, and workload distribution across the department.

This is a hands-on, full-time leadership role ideal for someone who is passionate about
coaching others to achieve department and individual goals, solving problems, and advocating for students.

Key Responsibilities:
Team Operations & Scheduling

• Assist with creating and managing staff schedules to ensure appropriate coverage

based on call volume

• Monitor daily attendance, breaks, lunches, and shift adherence
• Review timecards weekly for accuracy
• Coordinate with Manager and other Lead to adjust staffing plans for callouts and

coverage needs

• Distribute incoming student emails to balance team workload
• Maintain departmental calendars and communicate important dates to leadership and the other Student Services Team Lead

Student Support & Escalations

• Handle escalated student calls and emails with empathy and professionalism
• Track and resolve formal complaints, ensuring timely follow-up with students
• Complete incident reports and documentation as required
• Process student warnings or dismissals when necessary
• Respond to special student requests, including accommodations and deadline

extensions

Leadership & Communication

• Coordinate with other Leads to serve as a communication bridge between leadership

and frontline staff

• Participate in leadership meetings and share updates with the team
• Help create training materials and onboarding resources
• Partner with the Manager to provide daily team updates
• Ensure communication with students and staff is accurate, clear, respectful, and

transparent

Coaching & Team Development

• Coach team members on communication, customer service, and problem-solving skills
• Support onboarding and training of new hires
• Guide Student Services Representatives on when to resolve issues independently

versus escalate

• Collaborate with other Student Services Team Leads to maintain consistent coaching

standards, feedback approaches, and performance expectations across teams

• Promote a positive, inclusive, and collaborative team culture

Continuous Improvement

• Identify workflow challenges and recommend practical solutions
• Work cross-functionally with fellow Leads to implement process improvements and

ensure consistency in execution

• Support process improvements to enhance efficiency and student satisfaction
• Serve as a subject matter expert on programs, policies, and services

Qualifications

• 2 years of leadership experience in Student Services, Call Center Operations,

Academic Support, or a related customer-facing environment

• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Proven consistent reliability and punctuality
• Ability to coach and develop team members
• Experience handling escalated customer situations professionally
• Familiarity with call center KPIs and performance metrics
• Experience using CRM systems and communication platforms preferred
• Experience with all Google Suite applications and Slack functions

What Success Looks Like

• Consistently delivering high-quality student support
• Maintaining strong team engagement and performance
• Supporting departmental goals and service standards
• Contributing to a culture of accountability, respect, and continuous growth

What We Offer:

• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan options
• 20 days of paid time off annually, not including company paid holidays
• An opportunity to make a meaningful impact in a rapidly growing organization

Our Commitment to Diversity:

We are proud to have a diverse team and are committed to fostering an inclusive and equitable workplace. We welcome candidates from all backgrounds and experiences.

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person

Salary : $22 - $25