Call Center Supervisor

Serenity Mental Health Centers•Lehi, UT

4d•Onsite

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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