The Engagement Team Supervisor will oversee the daily operations and performance of a team of 20-25 remote Care Coordinators, Resource Navigators, and Peer Mentors. This position plays a critical role in driving the success of engagement initiatives by providing leadership, coaching, and operational support to ensure the team meets performance goals, delivers exceptional service to members, and fulfills contractual obligations. The Supervisor will utilize data-driven strategies to guide decision-making, develop staff, and enhance overall team efficiency. By fostering a culture of collaboration, accountability, and compassion, this position ensures that team efforts directly improve member outcomes related to non-medical barriers of care, health-related social needs, mental health, and social isolation.

Responsibilities:

Supervise and coach a team of 20-25 remote team members to ensure that performance goals are met. Identify hiring needs, conduct interviews, and hire team members as necessary to meet contractual requirements and department targets. Monitor the performance of direct reports, including attendance, KPI tracking, and call quality. Remediate with direct reports who are not meeting standards. Hold regular one-on-one meetings with each direct report to provide feedback on quality, attendance, and performance metrics, while setting goals for growth and development. Collaborate with the quality and training team to identify training gaps and refresher training needs at the individual and group level. Utilize Tableau and other data sources to review metrics of health plans, agent performance, and allocate staff accordingly. Become a subject matter expert for assigned health plans to include understanding contract requirements, reviewing/ updating resources, and communicating across the CSC with member insights and barriers encountered. Troubleshoot technical issues, process questions, and escalate to SolarWinds as needed. Prepare and facilitate weekly team meetings. Participate in and lead sections of new hire training and orientation. Foster a positive and motivating work environment that encourages teamwork, collaboration, and continuous improvement. Review timecards, time off requests, and complete performance appraisals for direct reports. Ensure accurate and updated resource allocation for plan coverage. Maintain clear, concise, and accurate documentation regarding agent performance, opportunity, growth, development, and policy adherence. Other duties and special projects as assigned. Four-year degree in a related field or equivalent certification/experience. OR 2+ years of supervisory call center experience, preferably in a healthcare and outbound call center setting Experience working in a member-centric remote setting Familiarity with healthcare plans, health-related social needs (HRSN), and member engagement best practices. Strong communication skills, both written and verbal Bilingual English/Spanish preferred Flexible to work a schedule that includes evening and weekend hours up to 11:00 p.m. EST in a HIPAA-compliant remote setting

Skills:

Ability to make decisions independently and with support as needed. Ability to think critically and strategize to resolve issues. Ability to present complex information and instructions to team members in a way that is easy to understand. Time management and organization of their day. Data Analysis of team members' performance metrics. Ability to effectively communicate cross-functionally with teams in different departments. Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables