Job Description

Call Center Supervisor

We are looking for a Call Center Supervisor who can lead from the floor, develop people, and consistently improve team performance.

This is a hands on leadership role focused on coaching, accountability, and daily execution. You will work closely with your team to monitor performance, improve call quality, manage workflow, resolve escalations, and help Patient Care Coordinators consistently meet expectations.

The right leader understands how to use performance data, call observations, and coaching to improve results. You should be comfortable discussing conversion percentages, productivity, quality, and schedule adherence with your team, identifying what is driving performance, and helping employees make meaningful improvements over time.

What You'll Own

• Lead the day to day performance of a team of Patient Care Coordinators
• Monitor individual and team performance across key metrics including conversion percentage, productivity, quality, schedule adherence, attendance, and patient experience
• Coach team members through regular one on ones, live call observations, call reviews, and documented performance conversations
• Use conversion trends, QA results, and performance dashboards to identify coaching opportunities and performance gaps
• Help team members understand the behaviors that influence conversion and overall performance, then coach toward consistent improvement
• Provide real time coaching and direction throughout the day to strengthen call quality, confidence, efficiency, and outcomes
• Set clear performance expectations and regularly communicate where each team member stands against established goals
• Create targeted development plans for employees who need additional support and follow through until measurable progress is achieved
• Recognize strong performance and reinforce the behaviors that contribute to positive patient and business outcomes
• Address performance concerns early, consistently, and with a clear path toward improvement
• Manage queue coverage, breaks, lunches, attendance, and daily staffing needs to support patient access and team productivity
• Support escalated patient calls and help resolve difficult or sensitive situations professionally and efficiently
• Reinforce Serenity's call flow, quality standards, operational expectations, and patient experience principles
• Ensure team members accurately complete required workflows, documentation, and call dispositions
• Partner with managers and other supervisors to review performance trends, identify barriers, and improve team results
• Maintain accurate documentation related to coaching, attendance, performance, and corrective action
• Create a team environment where accountability, development, collaboration, and continuous improvement are part of the daily routine

What You Need to Bring

• At least 1 year of leadership or supervisory experience in a call center, contact center, or high volume customer service environment
• Experience managing individual and team performance against measurable KPIs
• Comfort working with conversion percentages, performance goals, quality metrics, and productivity measures
• Strong coaching skills with the ability to connect employee behaviors to measurable performance outcomes
• Experience using call reviews, dashboards, and performance data to identify trends and improve results
• Ability to have clear, constructive conversations about performance while maintaining employee engagement and development
• Confidence making real time decisions in a fast paced environment
• Strong communication skills and the ability to set clear expectations and provide consistent feedback
• Excellent organization, follow through, and attention to detail
• Ability to balance patient experience, employee development, and operational performance
• A leadership style centered on consistency, ownership, coaching, and continuous improvement
• No healthcare industry experience required. Serenity provides comprehensive training and onboarding.

Nice to Have

• Experience improving conversion, quality, productivity, or retention within a contact center team
• Experience leading teams through rapid growth, organizational change, or evolving processes
• Experience in appointment scheduling, patient access, healthcare, hospitality, retail leadership, or other high volume service environments
• Experience using workforce management, quality assurance, or contact center reporting tools
• A track record of developing employees for promotion or expanded responsibility

What's in It for You

• Competitive pay
• 90% employer paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days to start, increasing to 15 after one year, plus 10 paid holidays
• Employee referral bonuses
• Career growth opportunities within the organization

About Serenity

Serenity is a technology driven healthcare company providing innovative, evidence based treatment options for patients seeking better mental health outcomes.

Our team is often a patient's first interaction with Serenity. That makes every conversation important.

We are looking for leaders who understand that strong performance comes from clear expectations, consistent coaching, and a patient experience that builds confidence and trust. Conversion matters, but so does how we get there.

If you want to develop people, improve performance, and help lead a high performing Patient Access team, this may be the right opportunity for you.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.

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