Contact Center Team Lead

Serenity-Healthcare-1; Lehi (UT); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Employer-paid medical insurance

Dental and vision coverage

401(k) retirement plan

Paid time off (10 days, increasing)

Holiday pay

Employee referral bonuses

Job summary

Serenity is seeking a hands-on Contact Center Team Lead to drive coaching and development on the Lehi, UT floor. This leadership role focuses on supporting our Patient Care Coordinators, delivering real-time feedback, and reinforcing best practices to elevate patient experiences.

You will split time between on-floor coaching, handling escalations, and partnering with Supervisors to improve team performance. A calm, service-driven leader who thrives in a fast-paced environment will excel.

Qualifications

• Experience leading and developing teams in a call center, healthcare ops preferred.
• Ability to provide clear, constructive feedback and mentorship.
• Strong communication skills with a patient-focused approach.
• Proven ability to identify performance trends using quality metrics.

Responsibilities

• Coach and develop Patient Care Coordinators on the floor with real-time feedback.
• Handle escalations and support crisis situations in the moment.
• Provide on-site coaching and shadowing to improve call quality and performance.
• Monitor performance metrics and deliver actionable coaching and feedback.
• Assist with onboarding and training of new team members.
• Partner with Supervisors to identify coaching priorities and trends.

Skills

Leadership experience

Coaching

Communication

Call center know-how

Healthcare operations

Job description

Contact Center Team Lead

Location: Lehi, UT
Employment Type: Full-Time | On-Site Only

Pay: Competitive starting pay of $19/hr with a clear and accelerated path to $25/hr based on performance and growth.

Position Summary

Serenity is growing, and we're looking for a Contact Center Team Lead who is passionate about developing people while helping drive exceptional patient experiences. This is an ideal opportunity for someone ready to take the next step into leadership.

This is a highly visible, hands-on leadership role focused on coaching, developing, and supporting our Patient Care Coordinators. You'll spend your day on the floor working alongside the team, providing real-time coaching, reinforcing best practices, assisting with escalations, and partnering closely with Supervisors to improve individual and team performance.

If you enjoy helping others succeed, thrive in a fast-paced environment, and lead through action rather than title, we'd love to meet you.

What You'll Own

• Spend approximately 5 hours each day providing in-person coaching and support to call center reps through floor presence, side-by-side shadowing, call observation, and real-time feedback.

• Spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations.

• Provide on-site support; this position focuses exclusively on the local team and does not provide remote coaching.

• Deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities.

• Conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement.

• Monitor calls, review quality and performance metrics, and provide timely, actionable coaching.

• Assist with onboarding and training new Patient Care Coordinators.

• Partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities.

Qualifications

• Previous experience leading and developing others in a call center, customer service, or healthcare operations.

• Strong communication, coaching, and mentoring skills with the ability to provide clear, constructive feedback.

• Proven track record to identify performance trends using quality reviews and performance metrics.

• Strong aptitude for learning new technology and software systems.

• Strong organizational skills with the ability to balance coaching, operational support, and escalations throughout the day.

• Proven ability to remain calm, solution-oriented, and adaptable in a fast-paced environment.

• A positive attitude and genuine desire to help teammates grow and succeed.

• Mental health or healthcare experience is not required-we provide comprehensive training.

What's in It for You

• Competitive pay

• 90% employer-paid medical, dental, and vision insurance

• 401(k) retirement plan

• 10 PTO days to start, increasing to 15 after one year, plus 10 paid holidays

• Employee referral bonuses

• Clear career growth opportunities into Supervisor and Operations leadership roles

• Ongoing leadership development and professional coaching

*About Serenity

Serenity is a leading healthcare company delivering advanced, evidence-based treatment to patients seeking better outcomes. Our Patient Care Coordinators are often the first voice our patients hear, making every interaction meaningful. Our Team Leads play a critical role in developing our people, strengthening our culture, and ensuring every patient receives an exceptional experience.

At Serenity, leadership isn't about sitting behind a desk, it's about being present, coaching in the moment, building confidence, and helping others reach their full potential.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check.