High-Impact Call Center Supervisor

Serenity Mental Health Centers; Irving (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Employer-paid medical, dental, and eye

401(k) retirement plan

Paid time off: 10 days start, 15 after

10 paid holidays

Referral bonuses

Career growth opportunities

Job summary

Serenity Mental Health Centers is seeking a Call Center Supervisor to lead a high-performing floor in Las Colinas, TX. This on-site role drives quality, efficiency, and team output while closely managing performance dashboards and escalation handling.

The ideal candidate brings 2+ years of supervisory experience in a call center or sales environment, a background in hospitality leadership or premium service, and a proven ability to make real-time floor decisions.

Qualifications

• 2+ years supervisory experience in call center or sales environment.
• Ability to manage team KPIs and drive numbers in the right direction.
• Background in hospitality leadership, high-volume retail, or premium service operations.
• Confident in making real-time decisions on the floor.
• Organized, consistent, and detail-oriented across every shift.

Responsibilities

• Run daily call floor operations with focus on quality, efficiency, and team output.
• Build and execute individual development plans for each team member.
• Use call monitoring and performance dashboards to diagnose issues and act quickly.
• Handle escalated situations with calm, direct, and resolution-focused approach.
• Own compliance with operational standards and internal workflows.
• Maintain productive pace on the floor without burning people out.

Skills

Supervisory experience

KPIs management

Hospitality leadership background

Real-time decision making

Team organization & detail orientation

Job description

Serenity Mental Health Centers is seeking a Call Center Supervisor to lead a high-performing floor in Las Colinas, TX. This on-site role drives quality, efficiency, and team output while closely managing performance dashboards and escalation handling.

The ideal candidate brings 2+ years of supervisory experience in a call center or sales environment, a background in hospitality leadership or premium service, and a proven ability to make real-time floor decisions.