Member Support Supervisor
Serenity Mental Health Centers, Waco, TX, United States
Member Support Supervisor
Location:
Las Colinas, TX
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 it daily, and make sure every member interaction reflects the five-star service our team is known for. If you’ve led teams in call center previously— and you hold your team to the same bar you hold yourself — we want to talk.
What You’ll Do
Lead and develop a team of employees in a fast-paced, high-volume call environment
Coach daily — 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
What We’re Looking For
Minimum 1 year of experience supervising a call center team
You don’t just set expectations — you model them
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: you use numbers to coach, not just to report
You leave 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.
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Location:
Las Colinas, TX
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 it daily, and make sure every member interaction reflects the five-star service our team is known for. If you’ve led teams in call center previously— and you hold your team to the same bar you hold yourself — we want to talk.
What You’ll Do
Lead and develop a team of employees in a fast-paced, high-volume call environment
Coach daily — 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
What We’re Looking For
Minimum 1 year of experience supervising a call center team
You don’t just set expectations — you model them
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: you use numbers to coach, not just to report
You leave 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