Call Center Team Lead
$52,000–$52,000 year
On-siteLehi, Utah, United States
Lehi, Utah, United StatesOn-siteFull Time$52,000–$52,000 yearMid LevelHigh School Or EquivalentMedium
Full TimeMid LevelHigh School Or EquivalentMedium
Job Summary
Provide in-person coaching and support to call center reps through floor presence, side-by-side shadowing, call observation, and real-time feedback. Spend approximately 5 hours daily on the floor and 3 hours supporting team chat, handling escalations, and assisting with crisis situations. Deliver frequent coaching to reps demonstrating recurring errors, conduct shadowing sessions with follow-up observations, and monitor calls to review quality and performance metrics. Assist with onboarding and training new Patient Care Coordinators while partnering with Supervisors to identify coaching priorities and performance trends. This hands-on leadership role focuses exclusively on the local team, fostering a culture where leadership is about being present and helping teammates grow in a fast-paced healthcare environment.
Required 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
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
- Must be available for on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must be able to deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must be able to conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must be able to monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must be able to assist with onboarding and training new Patient Care Coordinators
- Must be able to partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be able to effectively lead and coach others
- Must be able to provide clear, constructive feedback
- Must be able to identify performance trends using quality reviews and performance metrics
- Must be able to learn new technology and software systems
- Must be able to balance coaching, operational support, and escalations throughout the day
- Must be able to remain calm, solution-oriented, and adaptable in a fast-paced environment
- Must have a positive attitude and genuine desire to help teammates grow and succeed
- Must be able to 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
- Must be able to spend approximately 3 hours each day supporting team chat, handling escalations, and assisting with crisis situations
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