Customer Service Supervisor

Serenity Mental Health Centers•Lehi, UT

About The Position

Serenity Healthcare is expanding, and we're building out our member support leadership team. We're looking for a Customer Service Supervisor who knows how to run a high-performing call floor — someone who leads from the front, develops their team daily, and doesn't let standards slip when things get busy. If your background is in call center operations, you already speak our language.

Requirements

1+ year leading a call center team in a supervisory capacity
A track record of developing people without compromising on standards
You run a tight ship — organized, data-informed, and consistent shift to shift
Direct communicator who stays level when the floor gets loud
You measure success by your team's outcomes, not just your own effort

Nice To Haves

Hospitality, upscale retail, or service management experience is a genuine advantage — those environments build the instincts this role demands

Responsibilities

Oversee a team of employees handling high-volume inbound and outbound calls
Deliver consistent, specific coaching that moves performance metrics in the right direction
Review call recordings and CRM reports to spot trends, address gaps, and recognize wins
Step in on escalated calls with a calm head and a clear path to resolution
Own your team's numbers — schedule adherence, quality scores, appointment conversion rates
Facilitate structured daily huddles, weekly one-on-ones, and formal performance reviews
Coordinate with internal operations and scheduling teams to keep handoffs clean and service levels on target
Build and protect a team culture where accountability and support exist in equal measure