Contact Center Supervisor
Contact Center Supervisor
Location: Lehi, UT
Employment Type: Full-Time
Compensation: Competitive pay + growth opportunities
Lead a high-performing call center team delivering supportive, patient-first service in a growing healthcare organization.
This role is ideal for experienced call center leaders who know how to coach teams, manage performance metrics, and create calm, professional customer experiences — no healthcare background required.
About the Role
- Supervise daily call center operations focused on quality, efficiency, and empathy
- Coach and develop team members to meet service and performance standards
- Ensure every caller receives a smooth, respectful, and supportive experience
Healthcare experience is not required — we provide training.
Key Responsibilities
- Lead and support a team delivering high-quality inbound call experiences
- Coach team members on performance, communication, and service standards
- Monitor KPIs and use data to improve call quality and efficiency
- Address escalated calls with empathy, professionalism, and resolution focus
- Maintain operational standards and compliance requirements
- Foster a calm, productive, and accountable team environment
Requirements (Must-Haves)
- Minimum 1 year of experience as a customer service or call center supervisor
- Background in a call center or high-volume customer support environment
- Proven ability to manage performance metrics and team goals
- Strong communication skills and confidence leading conversations
- Ability to remain calm under pressure and make sound decisions
- Results-driven mindset with attention to detail
Nice-to-Haves
- Healthcare, scheduling, or appointment-based call center experience
- Experience supporting teams through change or growth
- Passion for coaching and developing team members
Pay & Benefits
- Competitive pay based on experience
- Clear opportunities for advancement in a fast-growing organization
- 90% employer-paid medical, dental, and vision insurance
- 401(k) retirement plan
- 10 PTO days (15 after first year) + 10 paid holidays
- Employee referral bonuses
About Serenity Healthcare
Serenity Healthcare uses advanced, evidence-based medical technology to help patients find lasting relief when traditional treatments haven’t worked. Our contact center teams play a critical role in ensuring patients feel supported, informed, and respected from their very first interaction.
Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.
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