• Serve as a subject matter expert (SME) on contact center systems, processes, and workflows. • Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration. • Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards. • Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations. • Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates. • Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership. • Perform call audits and quality checks, providing feedback and actionable recommendations for improvement. • Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested. • Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction. • Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience. • Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability. • Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations. • Perform special projects and other duties as assigned.