Customer Service Supervisor
Not Disclosed•Full-TimeOn-site
location_onPresident George Bush Turnpike, Irving, Dallas County, Texas, 75038, United States
About the Team
Serenity Healthcare is expanding, building out its member support leadership team. We use advanced, evidence-based technology to deliver care that works, especially for members who haven't found success with traditional options. We are a metrics-driven, fast-moving organization that expects a lot from our leaders and gives a lot back. If you've built your career in environments where the details matter and the standard is always excellence, this is a natural next step.
About the Role
We are looking for a Customer Service Supervisor who knows how to run a high-performing call floor. This role is for someone who leads from the front, develops their team daily, and doesn't let standards slip when things get busy. You will oversee a team handling high-volume inbound and outbound calls, ensuring schedule adherence, quality scores, and appointment conversion rates are met. Your day involves delivering consistent coaching, reviewing call recordings and CRM reports to spot trends, and stepping in on escalated calls with a calm head and a clear path to resolution. You will facilitate structured daily huddles and weekly one-on-ones, coordinating with internal operations to keep handoffs clean and service levels on target. Ultimately, you will build and protect a team culture where accountability and support exist in equal measure.
Equal Opportunity
Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.
Work location
Work model: On-site
President George Bush Turnpike, Irving, Dallas County, Texas, 75038, United States
Irving, Texas
Key Responsibilities
- check_circleOversee a team of employees handling high-volume inbound and outbound calls
- check_circleDeliver consistent, specific coaching that moves performance metrics in the right direction
- check_circleReview call recordings and CRM reports to spot trends, address gaps, and recognize wins
- check_circleStep in on escalated calls with a calm head and a clear path to resolution
- check_circleOwn team's numbers including schedule adherence, quality scores, and appointment conversion rates
- check_circleFacilitate structured daily huddles, weekly one-on-ones, and formal performance reviews
- check_circleCoordinate with internal operations and scheduling teams to keep handoffs clean and service levels on target
- check_circleBuild and protect a team culture where accountability and support exist in equal measure
Requirements
- verified1+ year leading a call center team in a supervisory capacity
- verifiedSuccessful completion of a background check
- verifiedSuccessful completion of a drug screening
Nice to Have
Hospitality, upscale retail, or service management experience.
Benefits & Perks
check_circleMedical, dental, and vision coverage with 90% employer contributioncheck_circle401(k) retirement plancheck_circle10 PTO days to start, increasing to 15 after first year, plus 10 paid holidayscheck_circleReferral bonuses for top performers who recruit great talent
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Frequently asked questions about Customer Service Supervisor at Serenity Healthcare
What does a Customer Service Supervisor at Serenity Healthcare do?expand_more
A Customer Service Supervisor at Serenity Healthcare is responsible for the following: 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; and Step in on escalated calls with a calm head and a clear path to resolution.
What are the requirements for this Customer Service Supervisor role?expand_more
Serenity Healthcare is looking for candidates who meet the following requirements: 1+ year leading a call center team in a supervisory capacity; Successful completion of a background check; and Successful completion of a drug screening.
Where is the Customer Service Supervisor role at Serenity Healthcare located?expand_more
Customer Service Supervisor at Serenity Healthcare is based in President George Bush Turnpike, Irving, Dallas County, Texas, 75038, United States. This is a on-site role.
Is this Customer Service Supervisor job remote, hybrid, or on-site?expand_more
Serenity Healthcare has listed this Customer Service Supervisor role as on-site.
How much experience is required for this Customer Service Supervisor role?expand_more
Customer Service Supervisor at Serenity Healthcare typically requires 1+ years of relevant experience at the mid level level.
What category does the Customer Service Supervisor role belong to?expand_more
Customer Service Supervisor at Serenity Healthcare is part of the healthcare & nursing job category on Recrutus.