Contact Center Team Lead
About The Position
Lead with Purpose. Grow with Impact. Location: Lehi, UT Want to take your call center leadership experience somewhere it actually matters? At Serenity Healthcare, your ability to coach, motivate, and drive performance directly impacts people seeking life-changing mental health care. If you’ve led teams, managed metrics, and handled high-pressure call environments—and you’re ready for a role with more purpose and growth—this is your next step. No Healthcare Background? No Problem. We don’t hire for clinical experience—we hire strong leaders. If you know how to build engaged teams, improve performance, and keep operations running smoothly, we’ll teach you everything you need to succeed in healthcare. The Role As a Contact Center Team Lead, you’ll lead a team responsible for delivering a calm, supportive, and professional experience for every caller. You’ll be hands-on—coaching, developing talent, managing escalations, and using data to continuously improve results. You’ll set the tone for excellence while creating an environment where your team feels supported, accountable, and motivated to perform.
Requirements
- 1+ year of supervisory experience in customer service or a call center environment
- Proven ability to lead teams in a fast-paced, metric-driven setting
- Strong coaching and performance management skills
- Experience meeting or exceeding KPIs and service goals
- Clear, confident communication and decision-making skills
- Ability to stay calm under pressure and adapt quickly
- A leadership style that balances accountability with empathy
Responsibilities
- Lead, coach, and develop a high-performing call center team
- Create a calm, concierge-level experience for every caller
- Monitor performance metrics and drive continuous improvement
- Handle escalated calls with professionalism, empathy, and confidence
- Provide real-time feedback, coaching, and performance support
- Maintain service standards while meeting operational goals
- Foster a positive, results-driven team culture
Benefits
- Competitive pay based on experience
- Clear opportunities for advancement as Serenity continues to expand
- 90% employer-paid medical, dental, and vision benefits
- 401(k) to support your long-term goals
- 10 PTO days (15 after year one) + 10 paid holidays
- Referral bonuses—bring great leaders with you
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
