Job Description

Job Description

Job Description

Contact Center Supervisor
Fort Worth - Onsite

We are seeking a highly motivated and experienced Contact Center Supervisor focused on patient care to lead our team of agents. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for improving patient experiences. The supervisor will oversee daily operations, ensuring that our agents provide outstanding service while adhering to best practices and organizational standards.

Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having a responsibility to support these patients may be triggering for some people.

Key Responsibilities:

• Utilize data-driven insights to oversee intricate processes.
• Manage performance metrics, policies, and procedures.
• Identify opportunities for enhancing customer service protocols and collaborate with the internal stakeholders.
• Supervise and mentor a team of contact center agents, providing coaching, support, and performance feedback to enhance service quality.
• Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment.

Key Qualifications:

• 1-3 years of proven customer service supervisor experience.
• Background in high-volume customer service leadership or call center operations.
• Proficiency in identifying, coaching, and measuring core competencies and performance metrics.
• Genuine passion for supporting individuals facing mental health challenges.
• Demonstrated ability to make sound decisions amidst competing priorities.
• Exceptionally organized with an acute attention to detail.
• Driven and self-motivated.
• Exceptional customer service, communication, problem-solving, and de-escalation skills.
• Comfortable engaging with professionals at all levels.

Why Serenity: At Serenity, we offer more than just a job. We provide:

• Comprehensive insurance coverage (90% premium covered by Serenity)
• Clear paths for growth and advancement
• Competitive compensation (DOE) - $50-55k
• No cold calling or sales involved
• Generous PTO plus 10 major holidays off
• 401K retirement plan
• Employee Referral Program

 
About Serenity:

Serenity is at the forefront of healthcare technology, leveraging state-of-the-art medical devices to provide patients with long-term success, even after other treatments have fallen short. Grounded in evidence-based research and supported by proven results, we are committed to helping individuals reclaim their lives through a groundbreaking technological approach to healthcare. Join us in making a meaningful impact on the lives of those we serve. 

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