Contact Center Supervisor

Contact Center Supervisor – Mental Health Clinics 

Location: Fort Worth, TX
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.