Contact Center Team Lead

Serenity Mental Health Centers; Provo (UT); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

90% employer-paid medical, dental, and

vision insurance

401(k) retirement plan

10 PTO days to start

Paid holidays

Employee referral bonuses

Leadership development

Job summary

Serenity is seeking a Contact Center Team Lead in Provo, UT to coach Patient Care Coordinators on the floor, provide real-time feedback, reinforce best practices, and help drive exceptional patient experiences. This is a hands-on leadership role on-site with ongoing coaching and impressive patient care impact.

The position emphasizes coaching, escalations, onboarding, and performance improvement, with comprehensive training to develop leaders from within and a clear path to Supervisory roles.

Qualifications

• Experience leading and developing teams in call center, customer service, or healthcare ops.
• Strong communication, coaching, and mentoring with constructive feedback.
• Proven ability to identify performance trends using quality reviews and metrics.
• Aptitude for learning new technology and software systems.
• Ability to balance coaching, ops support, and escalations in a fast-paced setting.
• Positive attitude and desire to help teammates grow; healthcare experience not required with training.

Responsibilities

• Spend ~5 hours daily coaching call center reps on the floor with side-by-side shadowing and real-time feedback.
• Spend ~3 hours daily supporting team chat, handling escalations, and crisis situations.
• Provide on-site support; focus on local team with no remote coaching.
• Deliver frequent coaching to reps with recurring errors or opportunities.
• Conduct shadowing sessions with follow-up observations to reinforce learning.
• Monitor calls, review quality metrics, and provide actionable coaching.
• Assist with onboarding and training new Patient Care Coordinators.
• Partner with Supervisors to identify coaching priorities and development opportunities.

Skills

Leadership

Coaching

Communication

Quality metrics

Training

Healthcare ops

Tools

CRM software

Call center software

Job description

Contact Center Team Lead

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

Pay: $25.00/hr

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.