Call Center Supervisor: Lead, Coach & Elevate Performance

Serenity Healthcare; Lehi (UT); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

90% employer paid medical, dental, and

Vision coverage

401(k) retirement plan

PTO and holidays

Job summary

Serenity Healthcare is seeking a Call Center Supervisor to lead from the floor, coach Patient Care Coordinators, and drive daily performance. This hands-on leadership role emphasizes accountability and execution to meet targets and deliver quality patient interactions.

You will monitor metrics, conduct real-time coaching, manage workflow, handle escalations, and help the team consistently improve conversion and patient experience.

Qualifications

• 1 year of leadership or supervisory experience in a call center or high-volume environment.
• Experience managing team performance against measurable KPIs.
• Comfort discussing conversion percentages, productivity, quality and schedule adherence.

Responsibilities

• Lead day-to-day performance of a team of Patient Care Coordinators.
• Monitor performance across conversion, productivity, quality, adherence and attendance.
• Provide real-time coaching and conduct regular one-on-ones and call reviews.
• Use dashboards and QA results to identify coaching opportunities and gaps.
• Set expectations and develop plans to achieve measurable progress.
• Manage queue coverage, breaks, attendance, and daily staffing to support patient access.

Skills

leadership

coaching

communication

performance management

data-driven

people development

Job description

Serenity Healthcare is seeking a Call Center Supervisor to lead from the floor, coach Patient Care Coordinators, and drive daily performance. This hands-on leadership role emphasizes accountability and execution to meet targets and deliver quality patient interactions.

You will monitor metrics, conduct real-time coaching, manage workflow, handle escalations, and help the team consistently improve conversion and patient experience.