Engagement Supervisor

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.