Job Details

Call Center Supervisor Location: Las Colinas, TXEmployment Type: Full-Time ON-SITESerenity 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 call center, you'll be comfortable here from day one. No industry-specific background required we bring you up to speed on everything.What You'll Own Run daily call floor operations with a sharp eye on quality, efficiency, and team outputBuild individual development plans for each team member and execute on them consistentlyUse call monitoring and performance dashboards to diagnose issues and act on them fastAbsorb escalated situations before they become problems calm, direct, and resolution-focusedOwn compliance with operational standards and internal workflow requirementsKeep the floor running at a pace that is productive without burning people outCommunicate clearly up and down your team knows where they stand, and so does leadershipCreate an environment where accountability is the norm and improvement is always the goalWhat You Need to Bring At least 1 year of supervisory experience in a call center settingDemonstrated ability to manage team KPIs and move numbers in the right directionBackground in hospitality leadership, high-volume retail management, or premium service operations is a strong differentiator those environments produce exactly the instincts this role requiresYou coach people up, not just out and you have the retention numbers to prove itConfident making real-time decisions when things get unpredictable on the floorOrganized, consistent, and detail-oriented across every shift not just when leadership is watchingNo industry-specific licensure or prior background required full training and onboarding includedNice to Have Experience leading teams through rapid scaling or operational changeFamiliarity with scheduling-driven or appointment-based call environmentsA track record of promoting from within your own teamsWhat's in It for You Competitive pay90% employer-paid medical, dental, and vision coverage401(k) retirement plan10 PTO days to start, bumping to 15 after year one, plus 10 paid holidaysReferral bonuses when you help us find great peopleGenuine upward mobility in an organization that is actively growingAbout SerenitySerenity 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.