On-Site Contact Center Leader — Coaching & Growth

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

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.