Call Center Team Lead
$52,000–$52,000 year
On-siteProvo, Utah, United States
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. Handle team chat, support escalations, and assist with crisis situations while monitoring calls, reviewing quality metrics, and delivering actionable coaching for recurring errors. Conduct shadowing sessions with follow-up observations to reinforce learning and assist with onboarding new Patient Care Coordinators. Partner with Supervisors to identify coaching priorities and performance trends. Spend approximately 5 hours daily on coaching and 3 hours on operational support within 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 provide on-site support; this position focuses exclusively on the local team and does not provide remote coaching
- Must deliver frequent coaching to contact center reps who demonstrate recurring errors or performance opportunities
- Must conduct shadowing sessions with follow-up observations to reinforce learning and ensure continuous improvement
- Must monitor calls, review quality and performance metrics, and provide timely, actionable coaching
- Must assist with onboarding and training new Patient Care Coordinators
- Must partner closely with Supervisors to identify coaching priorities, performance trends, and development opportunities
- Must be available for on-site work in Provo, UT
Desired Qualifications
- Passionate about developing people while helping drive exceptional patient experiences
- Enjoy helping others succeed
- Thrives in a fast-paced environment
- Leads through action rather than title
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