Call Center Director

Responsibilities

• Provide strategic leadership and daily oversight to Patient Care Coordinator team, ensuring efficient, high-quality operations.
• The patient coordination team includes phone agents, escalations, back-office functions across multiple sites and states.
• Proven ability to foster well-balanced sales and patient centric outcomes.
• Manage full-cycle talent processes, including hiring, training, coaching, development, performance management, and retention.
• Identify trends, uncover root causes, and recommend solutions to improve team performance, drive engagement, and enhance the patient experience.
• Leverage data to monitor, evaluate, and improve complex processes and workflows.
• Establish and exceed key department metrics, performance standards, and operating policies.
• Streamline service level expectations and ensure team adherence to quality and responsiveness requirements.
• Experience in WFM (RTA and Forecasting)
• Build and scale the Customer Care function as the organization continues rapid expansion across the US.
• Foster a culture of compassion, accountability, and excellence aligned with Serenity's mission and values

Qualifications

• 6-10 years of Director level experience leading large teams in a high-growth, sales and service-driven environment; startup or early-stage company experience strongly preferred
• Proven experience within a call center or high-volume inbound communications environment across multiple channels (phone, AI, email, chat, social).
• Strong ability to identify, coach, and measure critical competencies and performance metrics
• Genuine passion for supporting individuals struggling with mental health challenges
• Demonstrated judgment and decision-making skills, with the ability to prioritize effectively in a fast-paced environment
• Alignment with Serenity's mission and ability to translate it into operational priorities
• Self-driven, proactive, exceptional attention to detail, and motivated by continuous improvement
• Excellent customer service, communication, and problem-solving skills
• Comfortable communicating and collaborating with professionals at all levels
• Ability to travel as business needs requires, currently averages 1 week per month

Benefits

• Competitive pay
• Medical, dental, and vision insurance (Serenity covers 90% of the premium)
• Life insurance
• Flexible Spending Account (FSA)
• Paid time off, Sick pay, and 401(k)
• 10 paid major holidays
• Bi-weekly paid team treats & lunches
• Onsite fitness center