Call Center Supervisor

Call Center Supervisor

Location: Fort Worth, TX

Employment Type: Full-Time ON-SITE

Serenity is scaling its member support operation and we're looking for a Call Center Supervisor who knows how to run a call floor that consistently delivers. This isn't a hands‑off role – you'll be close to the work, close to your team, and close to the numbers every single day. If you've built your supervisory career in a call center, you'll be comfortable here from day one.

No industry‑specific background required – we bring you up to speed on everything.

• Run daily call floor operations with a sharp eye on quality, efficiency, and team output
• Build individual development plans for each team member and execute on them consistently
• Use call monitoring and performance dashboards to diagnose issues and act on them fast
• Absorb escalated situations before they become problems – calm, direct, and resolution‑focused
• Own compliance with operational standards and internal workflow requirements
• Keep the floor running at a pace that is productive without burning people out
• Communicate clearly up and down – your team knows where they stand, and so does leadership
• Create an environment where accountability is the norm and improvement is always the goal

• At least 1 year of supervisory experience in a call center setting
• Demonstrated ability to manage team KPIs and move numbers in the right direction
• Background in hospitality leadership, high‑volume retail management, or premium service operations is a strong differentiator – those environments produce exactly the instincts this role requires
• You coach people up, not just out – and you have the retention numbers to prove it
• Confident making real‑time decisions when things get unpredictable on the floor
• Organized, consistent, and detail‑oriented across every shift – not just when leadership is watching
• No industry‑specific licensure or prior background required – full training and onboarding included

• Experience leading teams through rapid scaling or operational change
• Familiarity with scheduling‑driven or appointment‑based call environments
• A track record of promoting from within your own teams

• Competitive pay
• 90% employer‑paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days to start, bumping to 15 after year one, plus 10 paid holidays
• Referral bonuses when you help us find great people
• Genuine upward mobility in an organization that is actively growing

Serenity is a technology‑driven company that delivers advanced, evidence‑based solutions for members seeking better outcomes. Our call operations team is central to how members experience our company – and we take that seriously. We’re looking for leaders who take it seriously too. If you want to run a high‑performing team inside a company that’s moving fast and investing in its people, this is the right seat.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.