Call Center Team Lead

Job Description

Job Description

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.

Requirements

• 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.

Benefits

• 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