# Call Center Team Lead

**Company:** [Serenity Mental Health Centers](http://jobs.workable.com/companies/h3yGHYiFcHCJXrasgMwDWe.md)
**Location:** Provo, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Patient Care

[Apply for this job](http://jobs.workable.com/view/b85a794c-b931-4cc7-8169-0190980f0571)

## Description

**Call Center Team Lead** 

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

**Pay:** $25.00/hr 

**Position Summary** 

Serenity is growing, and we're looking for a **Call 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.**