Contact Center Operations Manager

3 weeks ago


Fort Worth, Texas, United States Serenity Healthcare Full time
As a Patient Care Supervisor at Serenity Healthcare, you will be responsible for leading our team of agents focused on patient care. We are seeking an experienced and motivated individual with a strong background in customer service, excellent leadership skills, and a passion for improving patient experiences.About the Role

The ideal candidate will oversee daily operations, ensuring that our agents provide outstanding service while adhering to best practices and organizational standards. This includes utilizing data-driven insights to optimize processes, managing performance metrics, policies, and procedures to drive quality service, identifying opportunities for enhancing customer service protocols, and collaborating with internal stakeholders.

Responsibilities:
  • Lead and inspire a high-performing customer care team, fostering a productive and achievement-oriented environment.
  • Supervise and mentor a team of contact center agents, providing coaching, support, and performance feedback to enhance service quality.
  • IDentify opportunities for enhancing customer service protocols and collaborate with internal stakeholders.

The estimated salary for this position is $70,000 - $90,000 per year, depending on experience. Benefits include comprehensive insurance coverage (90% premium covered by Serenity), clear paths for growth and advancement, competitive compensation, generous PTO plus 10 major holidays off, 401K retirement plan, and an Employee Referral Program.

Serenity offers a dynamic work environment with opportunities for growth and development. If you are passionate about supporting individuals facing mental health challenges and have the skills to excel in a fast-paced contact center environment, we encourage you to apply.



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