Job Description

Contact Center Supervisor

Location: Las Colinas, TX
Employment Type: Full-Time
Compensation: Competitive pay + growth opportunities

Lead a high-performing call center team delivering supportive, patient-first service in a growing healthcare organization.
This role is ideal for experienced call center leaders who know how to coach teams, manage performance metrics, and create calm, professional customer experiences — no healthcare background required.

About the Role

• Supervise daily call center operations focused on quality, efficiency, and empathy

• Coach and develop team members to meet service and performance standards

• Ensure every caller receives a smooth, respectful, and supportive experience

Healthcare experience is not required — we provide training.

Key Responsibilities

• Lead and support a team delivering high-quality inbound call experiences

• Coach team members on performance, communication, and service standards

• Monitor KPIs and use data to improve call quality and efficiency

• Address escalated calls with empathy, professionalism, and resolution focus

• Maintain operational standards and compliance requirements

• Foster a calm, productive, and accountable team environment

Requirements (Must-Haves)

• Minimum 1 year of experience as a customer service or call center supervisor

• Background in a call center or high-volume customer support environment

• Proven ability to manage performance metrics and team goals

• Strong communication skills and confidence leading conversations

• Ability to remain calm under pressure and make sound decisions

• Results-driven mindset with attention to detail

Nice-to-Haves

• Healthcare, scheduling, or appointment-based call center experience

• Experience supporting teams through change or growth

• Passion for coaching and developing team members

Pay & Benefits

• Competitive pay based on experience

• Clear opportunities for advancement in a fast-growing organization

• 90% employer-paid medical, dental, and vision insurance

• 401(k) retirement plan

• 10 PTO days (15 after first year) + 10 paid holidays

• Employee referral bonuses

About Serenity Healthcare

Serenity Healthcare uses advanced, evidence-based medical technology to help patients find lasting relief when traditional treatments haven’t worked. Our contact center teams play a critical role in ensuring patients feel supported, informed, and respected from their very first interaction.

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.