Call Center Supervisor

About Serenity Healthcare

Serenity Healthcare is a technology-oriented organization focused on delivering advanced, evidence-based solutions aimed at improving member outcomes. Our call center operations play a crucial role in shaping the member experience. We are committed to fostering a high-performing team within a fast-paced environment that values employee growth and development.

Role Overview

Based in Fort Worth, TX, this full-time onsite role requires an engaged Call Center Supervisor who will be actively involved with both daily operations and the team on the floor. You will not only oversee the work but also stay close to the performance metrics to ensure consistent delivery of quality and efficiency.

Key Responsibilities

• Manage day-to-day call center floor activities, focusing on quality, efficiency, and team productivity.
• Create and maintain individualized development plans for each team member and ensure their steady implementation.
• Utilize call monitoring tools and performance dashboards to quickly identify and address issues.
• Handle escalated matters proactively with a calm and resolution-driven approach.
• Ensure compliance with operational procedures and internal workflow policies.
• Maintain a productive yet sustainable work pace to avoid staff burnout.
• Communicate transparently and consistently with both team members and leadership.
• Instill a culture of accountability and continuous improvement.

Required Qualifications

• Minimum of one year experience supervising a call center team.
• Proven ability to manage key performance indicators and positively influence results.
• Leadership experience in hospitality, high-volume retail, or premium service sectors is highly advantageous.
• Strong coaching skills to support employee retention and development.
• Decisive and capable of managing unpredictable situations in real time.
• Highly organized, detail-oriented, and consistent in performance throughout all shifts.
• No requirement for prior industry-specific certification or background; comprehensive training and onboarding are provided.

Preferred Attributes

• Experience leading teams through rapid growth phases or operational transitions.
• Knowledge of scheduling-based or appointment-driven call environments.
• Track record of promoting team members into higher positions.

Benefits and Perks

• Competitive salary package.
• Medical, dental, and vision plans with 90% employer coverage.
• 401(k) retirement plan participation.
• Starting with 10 paid time off (PTO) days, increasing to 15 after one year, plus 10 paid holidays.
• Referral bonuses for assisting in talent acquisition.
• Clear opportunities for professional advancement within a rapidly growing company.

Additional Information

Employment eligibility depends on successful completion of background and drug screenings. Serenity Healthcare is proud to be an Equal Opportunity Employer committed to diversity and inclusion.