Member Support Supervisor

Serenity Mental Health Centers•Fort Worth, TX

4h•Onsite

About The Position

Serenity Healthcare is a fast-growing, tech-enabled care company looking for a Member Support Supervisor to lead a high-volume inbound call team. You'll set the standard, coach to it daily, and make sure every member interaction reflects the five-star service our team is known for. If you've led teams in call center previously — and you hold your team to the same bar you hold yourself — we want to talk. Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do — and that starts with how we lead. If you've been trained that "good enough" isn't good enough, you'll fit right in here.

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