Caregiver Experience Lead (Remote)

Lensa; Denver (CO); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading digital health company is seeking a Caregiver Experience Lead to manage their employee support call center. This role involves overseeing call center operations, enhancing employee engagement, and driving performance improvements. The ideal candidate will have strong leadership skills and experience in customer support environments.

Qualifications

• 1-3 years of experience in the caregiver industry.
• 1-3 years of experience in or with a call center.

Responsibilities

• Lead and manage the employee support call center.
• Train and develop call center agents.
• Handle high-level employee escalations.

Skills

Leadership

Communication

Problem-Solving

Data Analysis

Organizational Skills

Education

Bachelor’s degree

Job description

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Job Description

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary

We are seeking a dedicated and proactive Caregiver Experience Lead to join our team. This role is vital in ensuring the success of our employee support call center, driving performance improvements, and fostering a positive and efficient work environment. The Employee Experience Lead will manage a team of call center agents, handle high-level employee escalations, and work closely with internal teams to enhance operational processes. Additionally, this role will be responsible for managing network reports, aiding in employee engagement initiatives, and assisting with training activities.

Essential Job Functions

Call Center Management:

• Lead and manage the employee support call center, ensuring high-quality assistance to employees.
• Train, mentor, and develop call center agents, ensuring performance and professional growth.
• Serve as the main contact for the call center team, addressing their needs and ensuring smooth operations.
• Handle high-level employee escalations, resolving complex issues with urgency and care.
• Assess and improve call center performance, identifying areas for improvement and implementing solutions.
• Streamline escalation processes for quick and effective resolution.
• Provide performance reports on call center metrics to senior leadership.
• Collaborate with Operations to address challenges and improve employee support.

Network Reporting & Analysis

• Retrieve and analyze network data, ensuring accurate employee tracking against metrics.
• Prepare and present network adequacy reports for new programs, aligning workforce needs.
• Collaborate with cross-functional teams for accurate data presentation and actionability.

Engagement and Training

• Assist in developing and executing employee engagement and training initiatives.

Skills and Attributes

• Proven experience managing call center operations or similar customer support environment.
• Strong leadership and team management skills.
• Exceptional communication skills for managing escalations and organizational communication.
• Ability to translate data into actionable insights.
• Ability to collaborate across teams to meet organizational goals.
• Highly organized with multitasking ability.
• Strong problem-solving skills and results orientation.
• Proactive and positive approach to employee experience.

Qualifications

• Bachelor’s degree or equivalent experience.
• 1-3 years of experience in the caregiver industry.
• 1-3 years of experience in or with a call center.
• Strong experience with report building, data analysis, and presentation.
• Strong technological understanding and workflow management.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, or other protected status.