Call Center Supervisor

Serenity Healthcare; Sandy Springs (GA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

90% employer-paid medical, dental, and vision coverage

401(k) retirement plan

10 PTO days to start, increasing to 15 after one year

Genuine upward mobility

Job summary

Serenity Healthcare in Sandy Springs, GA, is hiring a Call Center Supervisor to run daily operations. You'll lead a team aimed at achieving quality and efficiency while developing staff and managing performance metrics.

This role does not require industry-specific experience, and you'll receive full training. Competitive benefits include employer-paid health insurance and PTO. If you're looking for a place where you can grow professionally, consider joining us!

Qualifications

• At least 1 year of supervisory experience in a call center setting.
• Demonstrated ability to manage team KPIs and move numbers in the right direction.
• Confident making real-time decisions when things get unpredictable on the floor.

Responsibilities

• Run daily call floor operations with quality, efficiency, and team output.
• Build individual development plans for each team member.
• Use call monitoring and performance dashboards to diagnose issues.

Skills

Supervisory experience in a call center

Management of team KPIs

Coaching and retention

Job description

Location: Sandy Springs, GA
Employment Type: Full-Time ON-SITE

Serenity is scaling its member support operation and we're looking for a Call Center Supervisor who knows how to run a call floor that consistently delivers. This isn't a hands‑off role — you'll be close to the work, close to your team, and close to the numbers every single day. If you've built your supervisory career in a call center, you'll be comfortable here from day one. No industry‑specific background required — we bring you up to speed on everything.

What You'll Own

• Run daily call floor operations with a sharp eye on quality, efficiency, and team output
• Build individual development plans for each team member and execute on them consistently
• Use call monitoring and performance dashboards to diagnose issues and act on them fast
• Absorb escalated situations before they become problems — calm, direct, and resolution-focused
• Own compliance with operational standards and internal workflow requirements
• Keep the floor running at a pace that is productive without burning people out
• Communicate clearly up and down — your team knows where they stand, and so does leadership
• Create an environment where accountability is the norm and improvement is always the goal

What You Need To Bring

• At least 1 year of supervisory experience in a call center setting
• Demonstrated ability to manage team KPIs and move numbers in the right direction
• Background in hospitality leadership, high‑volume retail management, or premium service operations is a strong differentiator — those environments produce exactly the instincts this role requires
• You coach people up, not just out — and you have the retention numbers to prove it
• Confident making real‑time decisions when things get unpredictable on the floor
• Organized, consistent, and detail‑oriented across every shift — not just when leadership is watching
• No industry‑specific licensure or prior background required — full training and onboarding included

Nice to Have

• Experience leading teams through rapid scaling or operational change
• Familiarity with scheduling‑driven or appointment‑based call environments
• A track record of promoting from within your own teams

What's In It For You

• Competitive pay
• 90% employer‑paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days to start, bumping to 15 after year one, plus 10 paid holidays
• Referral bonuses when you help us find great people
• Genuine upward mobility in an organization that is actively growing

About Serenity

Serenity is a technology‑driven company that delivers advanced, evidence‑based solutions for members seeking better outcomes. Our call operations team is central to how members experience our company — and we take that seriously. We're looking for leaders who take it seriously too. If you want to run a high‑performing team inside a company that's moving fast and investing in its people, this is the right seat.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.