Job Description
Overview
As a Member Engagement Supervisor you will be directly responsible for managing a team of Member Engagement Specialists on a day to day basis. Your primary responsibility is ensuring that team goals are achieved and to develop your team members into successful staff that are focused on generating high-quality transfers to care coaches while delivering a best-in-class member experience. We require team leaders to be a nurturing guide with proven supervisory skills to manage the day-to-day of a pro-active outreach team.
Essential Functions
- You have high expectations, you validate, and you hold your team accountable
- Supervise Member Enrollment Specialist working remotely to ensure they achieve and exceed their KPI goals
- You provide ongoing coaching, training and motivation to employees to achieve performance and highest standards of service
- You provide input to employees for development or improvement, delivering consistent follow up and constructive employee feedback, including onboarding and training
- You conduct QA reviews, call monitoring and coaching
- You are comfortable leveraging data to make decisions
- Feedback and team development based upon observed behaviors
- Ensure script and call guide is being followed per requirements
- Create, teach, and validate performance improvements plans to address employee opportunities. Contribute proactively to process improvement and knowledge sharing
- Report team performance to leadership team
- Create, analyze & utilize reports & data to detect trends/issues, provide solutions, manage team performance and highlight wins
- Assist individual outreach team members with any questions or needs in order to ensure delivery of a world class member experience
- Ability to plan, execute, check results and improve on a continuing basis and to be flexible, fluid and reprioritize as necessary
- Ensure key messaging and information is delivered to, and understood by, employees
- Maintain a high level of professional communication at all levels, both written and verbal
- Assists their leader with recruiting and interviewing of employee candidates, providing input and recommendation in selection decisions.
- Conduct spiffs and contests, both structured and random, and award wins
Qualifications
Qualifications
- 3 or more years call center supervisor experience or combination supervisor/hands-on call center experience
- 1 or more years of leadership experience with direct reports
- 1 or more years managing a remote workforce OR 2 years of experience in an environment focused on direct-to-consumer sales with superb client service
- A proven track record of increased production and team performance success
- Must be goal oriented, tenacious, and self-starter with a keen sense of urgency
- Be comfortable with change, ambiguity, novelty, and complexity
- Strong written and verbal communication skills with a keen attention to detail
- Ability to energize and inspire others
- Disciplined & organized to and able to work independently and handle multiple tasks simultaneously
- Ability to manage difficult situations and the challenges associated with the creative thinker
- Demonstrated problem solving skills
- High School diploma or equivalent
- Proficiency in computers including Microsoft Office suite including Word and Excel
Required: High School Diploma or GED or Associate's Degree
Preferred Qualifications:
- Bi-Lingual English/Spanish
- Outbound call center sales or telemarketing experience
- Bachelor’s degree
- Experience with Salesforce or other CRM experience
- Background in healthcare/wellness
Our remote opportunities require:
- A quiet, private, distraction-free home office work environment
- A reliable high-speed internet connection (cable, DSL, or fiber) with speeds of at least 10Mbps download and 5Mbps upload. Most positions will require that you be hard-wired to your internet access and Wi-Fi will be disabled. Traveling with your computer is not allowed unless travel is required for the position.
- Discipline to work from home while following a set schedule
- Background check clearance
Hours:
Our supervisors work together to make sure we cover the hours of 9am EST-9pm EST. They work 8 hour shifts and will be responsible for working an occasional Saturday.
Salary range: $60,000 - $80,000
About Us
Ontrakhealth. is making a positive impact on people’s lives every day. We use predictive analytics to identify health plan members with unaddressed behavioral health conditions that worsen chronic disease, then engage, support, and guide these members to better health with a personalized, human-centered approach. This has led us to where we are today: growing fast and saving lives as we do.
Excellent compensation
In addition to a competitive wage, we offer comprehensive benefits including medical, dental and vision insurance; a 401(k) plan; paid holiday, vacation and sick time; flexible spending accounts; Basic Life/AD&D, Employee Assistance Program and Travel Assistance Program and more.
Join Ontrakhealth Team!
Ontrak, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
