Call Center Supervisor

Serenity Mental Health Centers•Farmers Branch, TX

14h•Onsite

About The Position

Serenity is scaling its member support operation and we're looking for a Call Center Supervisor who knows how to run a call floor that consistently delivers. This isn't a hands-off role — you'll be close to the work, close to your team, and close to the numbers every single day. If you've built your supervisory career in call center, you'll be comfortable here from day one. No industry-specific background required — we bring you up to speed on everything. Serenity is a technology-driven company that delivers advanced, evidence-based solutions for members seeking better outcomes. Our call operations team is central to how members experience our company — and we take that seriously. We're looking for leaders who take it seriously too. If you want to run a high-performing team inside a company that's moving fast and investing in its people, this is the right seat.

Requirements

At least 1 year of supervisory experience in a call center setting
Demonstrated ability to manage team KPIs and move numbers in the right direction
Background in hospitality leadership, high-volume retail management, or premium service operations is a strong differentiator — those environments produce exactly the instincts this role requires
You coach people up, not just out — and you have the retention numbers to prove it
Confident making real-time decisions when things get unpredictable on the floor
Organized, consistent, and detail-oriented across every shift — not just when leadership is watching
No industry-specific licensure or prior background required — full training and onboarding included

Nice To Haves

Experience leading teams through rapid scaling or operational change
Familiarity with scheduling-driven or appointment-based call environments
A track record of promoting from within your own teams

Responsibilities

Run daily call floor operations with a sharp eye on quality, efficiency, and team output
Build individual development plans for each team member and execute on them consistently
Use call monitoring and performance dashboards to diagnose issues and act on them fast
Absorb escalated situations before they become problems — calm, direct, and resolution-focused
Own compliance with operational standards and internal workflow requirements
Keep the floor running at a pace that is productive without burning people out
Communicate clearly up and down — your team knows where they stand, and so does leadership
Create an environment where accountability is the norm and improvement is always the goal