Contact Center Team LeadLocation: Provo, UT Employment Type: Full-Time | On-Site Only Pay: Competitive starting pay of $19/hr with a clear and accelerated path to $25/hr based on performance and growth. Position Summary Serenity is growing, and we're looking for a Contact 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.
Contact Center Team Lead
Location: Provo, UT
Employment Type: Full-Time | On-Site Only
Pay: Competitive starting pay of $19/hr with a clear and accelerated path to $25/hr based on performance and growth.
Position Summary
Serenity is growing, and we're looking for a Contact 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
- 90% employer-paid medical, dental, and vision insurance
- 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.
Serenity Mental Health Centers was founded in 2017 in response to the pressing need for more effective treatment for various mental health conditions, including anxiety, depression, and bipolar disorder. What began as a single clinic, has grown into a network of clinics across the United States.Our primary mission is to provide accessible, personalized mental health treatments to every community we serve. We remain committed to staying at the forefront of medical research, offering evidence-based treatments that extend beyond mainstream, one-size-fits-all methods. Our highly experienced psychiatrists specialize in the latest and most effective treatments for mental health conditions. When you choose Serenity, your psychiatrist will take the time to understand your needs, concerns, and feelings, guiding you toward a path to recovery with unwavering support from our team.
Serenity Mental Health Centers was founded in 2017 in response to the pressing need for more effective treatment for various mental health conditions, including anxiety, depression, and bipolar disorder. What began as a single clinic, has grown into a network of clinics across the United States.
Our primary mission is to provide accessible, personalized mental health treatments to every community we serve. We remain committed to staying at the forefront of medical research, offering evidence-based treatments that extend beyond mainstream, one-size-fits-all methods. Our highly experienced psychiatrists specialize in the latest and most effective treatments for mental health conditions. When you choose Serenity, your psychiatrist will take the time to understand your needs, concerns, and feelings, guiding you toward a path to recovery with unwavering support from our team.
