On-Site Contact Center Team Lead – Coaching & Growth

Serenity Mental Health Centers; Sandy Springs (GA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Employer-paid medical/dental/vision (9

401(k) retirement plan

10 PTO days to start, rising to 15

10 paid holidays

Employee referral bonuses

Clear career growth into supervisor/LE

Ongoing leadership development

Job summary

Serenity is seeking a Contact Center Team Lead in Sandy Springs, GA. This full-time, on-site role focuses on developing people while driving exceptional patient experiences. You will coach on the floor, shadow reps, and support escalations to improve team performance.

You'll spend substantial time coaching, mentoring, and coordinating with Supervisors to identify priorities. Comprehensive training is provided, and advancement into leadership roles is available.

Qualifications

• 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.

Responsibilities

• Provide on-floor coaching and support to call center reps for ~5 hours daily.
• Support team chat, handle escalations, and assist with crises for ~3 hours daily.
• Deliver on-site support for local team; no remote coaching.
• Coach reps on recurring errors and opportunities.
• Conduct shadowing with follow-up observations to reinforce learning.
• Monitor calls and review quality metrics, providing actionable feedback.
• Assist onboarding and training of new Patient Care Coordinators.
• Partner with Supervisors to identify coaching priorities and trends.

Skills

Leadership

Coaching

Mentoring

Communication

Performance metrics

Adaptability

Organization

Calm under pressure

Job description

Serenity is seeking a Contact Center Team Lead in Sandy Springs, GA. This full-time, on-site role focuses on developing people while driving exceptional patient experiences. You will coach on the floor, shadow reps, and support escalations to improve team performance.

You'll spend substantial time coaching, mentoring, and coordinating with Supervisors to identify priorities. Comprehensive training is provided, and advancement into leadership roles is available.