Member Support Supervisor

Member Support SupervisorLocation: Las Colinas, TXEmployment Type: Full-Time ON-SITESerenity 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. 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 DoLead and develop a team of employees in a fast-paced, high-volume call environmentCoach daily specific, consistent feedback that raises performance and builds confidenceMonitor calls and CRM data to identify trends, close skill gaps, and drive quality metricsHandle escalated member interactions with composure, professionalism, and clear resolutionHold the team accountable to schedule adherence, conversion targets, and quality standardsRun team huddles, one-on-ones, and performance reviews with structure and follow-throughPartner with operations and clinic teams to keep workflows smooth and service levels highMaintain a calm, productive floor culture where standards are high and support is realWhat We're Looking ForMinimum 1 year of experience supervising a call center teamYou don't just set expectations you model themProven track record of hitting team performance metrics and holding people accountable with careStrong verbal communication clear, direct, and composed under pressureComfortable with data: you use numbers to coach, not just to reportYou leave every shift with the team better than you found itPay & BenefitsCompetitive pay based on experience90% employer-paid medical, dental, and vision insurance401(k) retirement plan10 PTO days (15 after year one) + 10 paid holidaysReferral bonuses when you bring great people inFast-growing company with real career progression for strong performersAbout Serenity HealthcareSerenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do and that starts with how we lead. If you've been trained that "good enough" isn't good enough, you'll fit right in here.Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.