Contact Center Supervisor

Serenity Healthcare; Sandy Springs (GA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

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

401(k) retirement plan

10 PTO days and paid holidays

Employee referral bonuses

10 PTO days (15 after first year) + 10

Employee referral bonuses

Job summary

A healthcare organization in Sandy Springs is seeking an experienced Contact Center Supervisor to lead a high-performing team in delivering patient-first service. Responsibilities include coaching team members, ensuring operational standards, and enhancing call quality. Ideal candidates will have customer service supervisory experience and strong communication skills. The role offers competitive compensation and numerous benefits, including employer-paid health insurance and advancement opportunities.

Qualifications

• Minimum 1 year of experience as a customer service or call center supervisor.
• Proven ability to manage performance metrics and team goals.
• Ability to remain calm under pressure and make sound decisions.
• Strong communication skills and confidence leading conversations.
• Ability to remain calm under pressure and make sound decisions.
• Results-driven mindset with attention to detail.

Responsibilities

• Supervise daily call center operations focused on quality and efficiency.
• Coach and develop team members to meet service and performance standards.
• Address escalated calls with empathy and professionalism.
• 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

Skills

Customer service management

Performance metrics management

Strong communication skills

Calm under pressure

Calm under pressure

Job description

Contact Center Supervisor - Mental Health Clinics

Location: Sandy Springs, GA

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.

Overview

Contact Center Supervisor - Mental Health Clinics

Responsibilities

• 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
• 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.