Call Center Team Lead

Serenity Mental Health Centers • Sandy Springs, GA

17h • Onsite

About The Position

Serenity is looking for a Call Center Team Lead who is passionate about developing people and driving exceptional patient experiences. This is a hands-on leadership role focused on coaching, developing, and supporting Patient Care Coordinators. The Team Lead will spend time on the floor providing real-time coaching, reinforcing best practices, assisting with escalations, and partnering with Supervisors to improve individual and team performance. The ideal candidate enjoys helping others succeed, thrives in a fast-paced environment, and leads through action.

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.

Nice To Haves

• Mental health or healthcare experience is not required—we provide comprehensive training.

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.

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
• 10 paid holidays
• Employee referral bonuses
• Clear career growth opportunities into Supervisor and Operations leadership roles
• Ongoing leadership development and professional coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed