Call Center Team Lead

Serenity is growing, andwe'relooking for aCall Center Team Leadwho 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'llspend your day on the floor working alongside the team, providing real-time coaching, reinforcing best practices,assistingwith 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'dlove to meet you. What You'll Own Spend approximately5 hours each day providing in-person coaching and supporttocall center repsthrough floor presence, side-by-side shadowing, call observation, and real-time feedback. Spend approximately3 hours each day supporting team chat, handling escalations, andassistingwith crisis situations. Provideon-site support; this position focuses exclusively on the local team and does not provide remote coaching. Deliver frequent coaching tocontact center repswho 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 providetimely, actionable coaching. Assistwith onboarding and training new Patient Care Coordinators. Partner closely with Supervisors toidentifycoaching priorities, performance trends, and development opportunities. Previousexperienceleading anddeveloping othersin a call center, customer service, or healthcare operations. Strong communication, coaching, and mentoring skills with the ability to provide clear, constructive feedback. Proventrackrecordtoidentifyperformance trends using quality reviews and performance metrics. Strong aptitudefor learningnewtechnologyandsoftware 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 nostrequired—we provide comprehensive training. 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 #J-18808-Ljbffr Serenity-Healthcare-1