Call Center Director

Job Description

Job Description

Call Center Director

At Serenity , our mission is to help patients take back their lives by delivering innovative, alternative treatment options for a wide range of mood disorders. Our call center team plays a vital role in fulfilling this mission, serving as the first point of contact and setting the foundation for an exceptional patient experience.

As the Call Center Director , you will lead a rapidly growing team that supports multiple physician practices across the country. You will be responsible for overseeing critical centralized processes, driving operational excellence, collaboration with our sales and marketing lead generation strategies, and ensuring every interaction reflects our people-centric, patient-focused values. This is a meaningful opportunity to make a lasting difference for individuals who need it most.

Responsibilities

• Provide strategic leadership and daily oversight to Patient Care Coordinator team, ensuring efficient, high-quality operations.
• The patient coordination team includes phone agents, escalations, back-office functions across multiple sites and states.
• Proven ability to foster well-balanced sales and patient centric outcomes.
• Manage full-cycle talent processes, including hiring, training, coaching, development, performance management, and retention.
• Identify trends, uncover root causes, and recommend solutions to improve team performance, drive engagement, and enhance the patient experience.
• Leverage data to monitor, evaluate, and improve complex processes and workflows.
• Establish and exceed key department metrics, performance standards, and operating policies.
• Streamline service level expectations and ensure team adherence to quality and responsiveness requirements. Experience in WFM (RTA and Forecasting).
• Build and scale the Customer Care function as the organization continues rapid expansion across the US.
• Foster a culture of compassion, accountability, and excellence aligned with Serenity’s mission and values.

Qualifications

• 6–10 years of Director level experience leading large teams in a high-growth, sales and service-driven environment; startup or early-stage company experience strongly preferred.
• Proven experience within a call center or high-volume inbound communications environment across multiple channels (phone, AI, email, chat, social).
• Strong ability to identify, coach, and measure critical competencies and performance metrics.
• Genuine passion for supporting individuals struggling with mental health challenges.
• Demonstrated judgment and decision-making skills, with the ability to prioritize effectively in a fast-paced environment.
• Alignment with Serenity’s mission and ability to translate it into operational priorities.
• Self-driven, proactive, exceptional attention to detail, and motivated by continuous improvement.
• Excellent customer service, communication, and problem-solving skills.
• Comfortable communicating and collaborating with professionals at all levels.
• Ability to travel as business needs requires, currently averages 1 week per month.

Benefits

• Competitive pay
• Medical, dental, and vision insurance (Serenity covers 90% of the premium)
• Life insurance
• Flexible Spending Account (FSA)
• Paid time off, Sick pay, and 401(k)
• 10 paid major holidays
• Bi-weekly paid team treats & lunches
• Onsite fitness center

Who We Are

Serenity Healthcare empowers patients with advanced medical technologies that provide long-term relief—even when traditional treatments have not succeeded. We are deeply committed to delivering the highest-quality patient experience. This commitment starts with our people.

We invest in our employees and foster a culture that is people-centric, collaborative, positive, proactive, and rich with opportunities for both personal and professional growth.