Contact Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA** Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Contact Center Supervisor. Our mission is to empower individuals to take back their lives from challenging health issues through cutting-edge treatments. We're looking for a leader who has a track record of driving exceptional results in a customer-centric call center environment.
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. Provide invaluable coaching, constructive feedback, and conduct performance evaluations. 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 advancement Competitive compensation (DOE) No cold calling or sales involved Generous PTO plus 10 major holidays off 401K retirement plan Employee Referral Program And much more!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.
