Member Support Supervisor

Job description

Member Support Supervisor Location: Mesa, AZ: Employment Type : Full-Time ON-SITE: Serenity Healthcare is a fast-growing, tech-enabled care company looking for a Member Support Supervisor to lead a high-volume inbound call team. You'll set the standard, coach to it daily, and make sure every member interaction reflects the five-star service our team is known for. If you've led teams in call center previously — and you hold your team to the same bar you hold yourself — we want to talk. What You'll Do: - Lead and develop a team of employees in a fast-paced, high-volume call environment - Coach daily — specific, consistent feedback that raises performance and builds confidence - Monitor calls and CRM data to identify trends, close skill gaps, and drive quality metrics - Handle escalated member interactions with composure, professionalism, and clear resolution - Hold the team accountable to schedule adherence, conversion targets, and quality standards - Run team huddles, one-on-ones, and performance reviews with structure and follow-through - Partner with operations and clinic teams to keep workflows smooth and service levels high - Maintain a calm, productive floor culture where stand...