Customer Service Supervisor

CustomerServiceSupervisor Location: Fort Worth, TX Employment Type :Full-Time Serenity Healthcare is expanding, andwe'rebuilding outour member support leadership team.We'relooking for aCustomerServiceSupervisorwho knows how to run a high-performing call floor - someone who leads from the front, develops their team daily, anddoesn'tlet standards slip when things get busy. If your background is in call center operations,you already speak our language. Your Day-to-Day Oversee a team ofemployeeshandling 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 Step in on escalated calls with a calm head and a clear path to resolution Own your team's numbers - schedule adherence, quality scores, appointment conversion rates Facilitate structured daily huddles, weekly one-on-ones, and formal performance reviews Coordinate with internal operations and scheduling teams to keep handoffs clean and service levels on target Build and protect a team culture where accountability and support exist in equal measure What You Bring to the Table 1+ year leading a call center team in a supervisory capacity Hospitality, upscale retail, or service management experience is a genuine advantage - those environments build the instincts this role demands A track recordof developing people without compromising on standards You run a tight ship - organized, data-informed, and consistent shift to shift Direct communicator who stays level when the floor gets loud You measure success by your team's outcomes, not just your own effort Compensation & Benefits Competitive salary Medical, dental, and vision coverage - Serenity covers 90% 401(k) retirement plan 10 PTO days to start, 15 after your first year, plus 10 paid holidays Referral bonuses for top performers who recruitgreat talent Defined growth path in a company that is scaling quickly About Serenity Healthcare Serenity Healthcare uses advanced, evidence-based technology to deliver care that works - especially for members whohaven'tfound success with traditional options.We'reametrics-driven, fast-moving organization that expects a lot from our leaders and gives a lot back. Ifyou'vebuilt your career in environments where the details matter and the standard is alwaysexcellence, this is a natural next step. Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening. #J-18808-Ljbffr