Customer Service Supervisor

Job description

Customer Service Supervisor Location: Lehi, UT: Employment Type : Full-Time: Serenity Healthcare is expanding, and we're building out our member support leadership team. We're looking for a Customer Service Supervisor who knows how to run a high-performing call floor — someone who leads from the front, develops their team daily, and doesn't let standards slip when things get busy. If your background is in call center operations, you already speak our language. Your Day-to-Day: What You Bring to the Table - Oversee a team of employees handling high-volume inbound and outbound calls - Deliver consistent, specific coaching that moves performance metrics in the right direction - Review call recordings and CRM reports to spot trends, address gaps, and recognize wins - Step in on escalated calls with a calm head and a clear path to resolution - Own your team's numbers — schedule adherence, quality scores, appointment conversion rates - Facilitate structured daily huddles, weekly one-on-ones, and formal performance reviews - Coordinate with internal operations and scheduling teams to keep handoffs clean and service levels on target - Build and protect a team culture where accountability a...