Contact Center Supervisor We are seeking a highly motivated and experienced Contact Center Supervisor focused on patient care to lead our team of agents. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for improving patient experiences. The supervisor will oversee daily operations, ensuring that our agents provide outstanding service while adhering to best practices and organizational standards. Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having a responsibility to support these patients may be triggering for some people. Key Responsibilities: Utilize data-driven insights to oversee intricate processes.Manage performance metrics, policies, and procedures.Identify opportunities for enhancing customer service protocols and collaborate with the internal stakeholders.Supervise and mentor a team of contact center agents, providing coaching, support, and performance feedback to enhance service quality.Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment. Key Qualifications: 1-3 years of proven customer service supervisor experience.Background in high-volume customer service leadership or call center operations.Proficiency in identifying, coaching, and measuring core competencies and performance metrics.Genuine passion for supporting individuals facing mental health challenges.Demonstrated ability to make sound decisions amidst competing priorities.Exceptionally organized with an acute attention to detail.Driven and self-motivated.Exceptional customer service, communication, problem-solving, and de-escalation skills.Comfortable engaging with professionals at all levels. Why Serenity: At Serenity, we offer more than just a job. We provide: Comprehensive insurance coverage (90% premium covered by Serenity)Clear paths for growth and advancementCompetitive compensation (DOE)No cold calling or sales involvedGenerous PTO plus 10 major holidays off401K retirement planEmployee Referral Program
About Serenity: Serenity is at the forefront of healthcare technology, leveraging state-of-the-art medical devices to provide patients with long-term success, even after other treatments have fallen short. Grounded in evidence-based research and supported by proven results, we are committed to helping individuals reclaim their lives through a groundbreaking technological approach to healthcare. Join us in making a meaningful impact on the lives of those we serve.