Contact Center Supervisor

Serenity Mental Health Centers • Farmers Branch, TX

4d

About The Position

Lead a high-performing call center team delivering supportive, patient-first service in a growing healthcare organization. This role is ideal for experienced call center leaders who know how to coach teams, manage performance metrics, and create calm, professional customer experiences — no healthcare background required. Supervise daily call center operations focused on quality, efficiency, and empathy. Coach and develop team members to meet service and performance standards. Ensure every caller receives a smooth, respectful, and supportive experience. Healthcare experience is not required — we provide training.

Requirements

• Minimum 1 year of experience as a customer service or call center supervisor
• Background in a call center or high-volume customer support environment
• Proven ability to manage performance metrics and team goals
• Strong communication skills and confidence leading conversations
• Ability to remain calm under pressure and make sound decisions
• Results-driven mindset with attention to detail

Nice To Haves

• Healthcare, scheduling, or appointment-based call center experience
• Experience supporting teams through change or growth
• Passion for coaching and developing team members

Responsibilities

• Lead and support a team delivering high-quality inbound call experiences
• Coach team members on performance, communication, and service standards
• Monitor KPIs and use data to improve call quality and efficiency
• Address escalated calls with empathy, professionalism, and resolution focus
• Maintain operational standards and compliance requirements
• Foster a calm, productive, and accountable team environment

Benefits

• Competitive pay based on experience
• Clear opportunities for advancement in a fast-growing organization
• 90% employer-paid medical, dental, and vision insurance
• 401(k) retirement plan
• 10 PTO days (15 after first year) + 10 paid holidays
• Employee referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed