Call Center Supervisor: Lead, Coach & Improve Performance

Serenity-Healthcare-1; Lehi (UT); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

401(k)

Paid time off

Referral bonuses

Growth opportunities

Job summary

Serenity is seeking a Call Center Supervisor to lead and coach a Patient Care Coordinator team onsite. You will monitor metrics, drive performance and quality, and manage daily staffing to ensure patient access and strong service levels.

The role emphasizes coaching, real-time feedback, and data-driven improvements to achieve consistent, positive patient experiences while maintaining operational excellence.

Qualifications

• At least 1 year of leadership or supervisory experience in a call center, contact center, or high-volume customer service environment.
• Experience managing individual and team performance against measurable KPIs.
• Comfort working with conversion percentages, performance goals, quality metrics, and productivity measures.
• Strong coaching skills with the ability to connect employee behaviors to measurable performance outcomes.
• Experience using call reviews, dashboards, and performance data to identify trends and improve results.
• Ability to have clear, constructive conversations about performance while maintaining employee engagement and development.
• Confidence making real-time decisions in a fast-paced environment.
• Strong communication skills and the ability to set clear expectations and provide consistent feedback.
• Excellent organization, follow-through, and attention to detail.
• Ability to balance patient experience, employee development, and operational performance.
• A leadership style centered on consistency, ownership, coaching, and continuous improvement.
• No healthcare industry experience required. Serenity provides comprehensive training and onboarding.

Responsibilities

• Lead the day-to-day performance of a team of Patient Care Coordinators.
• Monitor performance across metrics including conversion, productivity, quality, schedule adherence, attendance, and patient experience.
• Coach team members through one-on-ones, live call observations, reviews, and documented performance conversations.
• Use conversion trends, QA results, and performance dashboards to identify coaching opportunities and gaps.
• Help team members understand the behaviors that influence conversion and overall performance, then coach toward improvement.
• Provide real-time coaching and direction to strengthen call quality, confidence, efficiency, and outcomes.
• Set clear performance expectations and regularly communicate progress against goals.
• Create targeted development plans for employees who need additional support and follow through until progress is achieved.
• Recognize strong performance and reinforce positive behaviors.
• Address performance concerns with a clear path toward improvement.
• Manage queue coverage, breaks, attendance, and daily staffing to support patient access and team productivity.
• Support escalated patient calls and resolve difficult or sensitive situations professionally.
• Reinforce Serenity’s call flow, quality standards, operational expectations, and patient experience principles.
• Ensure team members complete required workflows, documentation, and call dispositions.
• Partner with managers to review performance trends, barriers, and improve team results.
• Maintain documentation related to coaching, attendance, performance, and corrective action.
• Create a team environment of accountability, development, collaboration, and continuous improvement.

Skills

Leadership

KPIs

Coaching

Communication

Job description

Serenity is seeking a Call Center Supervisor to lead and coach a Patient Care Coordinator team onsite. You will monitor metrics, drive performance and quality, and manage daily staffing to ensure patient access and strong service levels.

The role emphasizes coaching, real-time feedback, and data-driven improvements to achieve consistent, positive patient experiences while maintaining operational excellence.