On‑Floor Call Center Lead & Coach

Serenity Mental Health Centers; Provo (UT); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive pay

Insurance

401(k)

PTO 10 days

Holidays

Referral bonuses

Career growth

Leadership coaching

Job summary

Serenity Mental Health Centers is seeking a Call Center Team Lead to develop people and drive exceptional patient experiences. This hands-on role splits time between on-floor coaching and supporting the local team to elevate performance.

You will coach Patient Care Coordinators, handle escalations, and collaborate with Supervisors to improve outcomes. Training provided; healthcare background not required.

Qualifications

• Experience leading and developing teams in a call center, customer service, or healthcare operations.
• Strong communication, coaching, and mentoring skills with ability to give clear feedback.
• Proven ability to identify performance trends via quality reviews and performance metrics.
• Adaptable and quick to learn new technology and software systems.

Responsibilities

• Spend ~5 hours daily on in-person coaching and floor support for reps.
• Spend ~3 hours daily on team chat, escalations, and crises.
• Provide on-site support exclusive to local team; no remote coaching.
• Deliver frequent coaching to address recurring errors or opportunities.
• Conduct shadowing with follow-ups to reinforce learning.
• Monitor calls and performance metrics; provide actionable coaching.
• Assist with onboarding and training of new Patient Care Coordinators.
• Partner with Supervisors to identify coaching priorities and development opportunities.

Skills

Leadership

Coaching

Communication

Mentoring

Performance analysis

Quality metrics

Healthcare ops

Tech savviness

Tools

Call center software

Job description

Serenity Mental Health Centers is seeking a Call Center Team Lead to develop people and drive exceptional patient experiences. This hands-on role splits time between on-floor coaching and supporting the local team to elevate performance.

You will coach Patient Care Coordinators, handle escalations, and collaborate with Supervisors to improve outcomes. Training provided; healthcare background not required.