Call Center Team Lead
$52,000–$52,000 year
On-siteSandy Springs, Georgia, United States
Job Summary
Conduct in-person coaching and support for call center reps through floor presence, side-by-side shadowing, call observation, and real-time feedback. Handle team chat, resolve escalations, and assist with crisis situations while monitoring calls to review quality and performance metrics. Deliver frequent coaching to address recurring errors, conduct shadowing sessions with follow-up observations, and assist with onboarding new Patient Care Coordinators. Partner with Supervisors to identify coaching priorities and performance trends. Spend approximately five hours daily on coaching and three hours on support and escalations.
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
Desired Qualifications
- If you enjoy helping others succeed, thrive in a fast-paced environment, and lead through action rather than title
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