Call Center Supervisor

Call Center Supervisor

Location: Sandy Springs, GA

Employment Type: Full-Time ON-SITE

Serenity is scaling its member support operation and we're looking for a  Call Center Superviso r 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 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

What You Need to Bring

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

Nice to Have

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

What's in It for You

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

About Serenity

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.