What are the responsibilities and job description for the Entry Level Call Center Supervisor position at Serenity Healthcare?
Entry Level Call Center Supervisor
Location: Fort Worth, TX
Job Type: Full-time
About Us
Serenity Healthcare is a mental health organization committed to delivering exceptional patient experiences. We value our team members, prioritize mental health and well-being, and believe in a supportive, and results-driven environment.
Position Overview
We are seeking an Entry Level Call Center Supervisor with at least 2 years of proven experience in leading and supervising call center teams. The ideal candidate is passionate about mental health, dedicated to continuous improvement, and eager to elevate team performance.
Key Responsibilities
Team Leadership: Supervise, mentor, and inspire a team of call center agents to achieve performance goals while fostering a supportive and inclusive workplace.
Performance Management: Monitor KPI's such as call quality, response times, and patient satisfaction; provide actionable feedback to enhance results.
Training & Development: Conduct coaching sessions, and ensure agents stay up to date with best practices.
Problem Resolution: Handle escalated patients' complaints and implement strategies to prevent recurring issues.
Operational Oversight: Ensure daily operations run smoothly by managing workflows, and adherence to company policies.
Continuous Improvement: Identify opportunities for process improvements and collaborate with leadership to implement innovative solutions.
Skills and Experience
3-5 years of work experience in a call center environment, with at least 2 years in a leadership or supervisory role.
Exceptional communication and interpersonal skills.
Strong problem-solving abilities.
Ability to motivate and engage a team.
Awareness of and sensitivity to mental health issues, with a proactive approach to supporting team well-being.
Benefits
Comprehensive insurance coverage (90% of premiums for the whole family covered by Serenity)
Clear paths for growth and advancement
No cold calling or sales involved
Generous PTO plus 10 major holidays off
401K retirement plan
Employee Referral program
