Member Support Supervisor

Serenity Mental Health Centers•Farmers Branch, TX

9h•Onsite

About The Position

Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for its members. The company is seeking a Member Support Supervisor to lead a high-volume inbound call team. This role is crucial for setting service standards, providing daily coaching, and ensuring every member interaction reflects the five-star service Serenity Healthcare is known for. The ideal candidate will have prior experience leading call center teams and will uphold high performance standards for themselves and their team.

Requirements

Minimum 1 year of experience supervising a call center team
You don't just set expectations — you model them
Proven track record of hitting team performance metrics and holding people accountable with care
Strong verbal communication — clear, direct, and composed under pressure
Comfortable with data: you use numbers to coach, not just to report
You leave every shift with the team better than you found it

Responsibilities

Lead and develop a team of employees in a fast-paced, high-volume call environment
Coach daily — specific, consistent feedback that raises performance and builds confidence
Monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics
Handle escalated member interactions with composure, professionalism, and clear resolution
Hold the team accountable to schedule adherence, conversion targets, and quality standards
Run team huddles, one-on-ones, and performance reviews with structure and follow-through
Partner with operations and clinic teams to keep workflows smooth and service levels high
Maintain a calm, productive floor culture where standards are high and support is real