Member Support Supervisor

Location: Provo, UT Employment Type: Full-Time ON-SITE 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. Responsibilities Lead and develop a team of employees in a fast‑paced, high-volume call environment Coach daily with 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 Qualifications Minimum 1 year of experience supervising a call center team Model expectations and lead by example 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 and uses numbers to coach, not just to report Leaves every shift with the team better than you found it Pay & Benefits Competitive pay based on experience 90% employer‑paid medical, dental, and vision insurance 401(k) retirement plan 10 PTO days (15 after year one) + 10 paid holidays Referral bonuses when you bring great people in Fast‑growing company with real career progression for strong performers Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening. #J-18808-Ljbffr Serenity Healthcare