Call Center Team Lead
Serenity Healthcare · Salt Lake City Metropolitan Area · 4 days ago
On-siteCustomer ServiceFull-time
About the role
This is a highly visible, hands-on leadership role focused on coaching, developing, and supporting Patient Care Coordinators.
Responsibilities
- 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.
- Prominent 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.