Engagement Center Lead: Call Center Ops & Strategy

Access healthcare; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Access Healthcare is seeking an Engagement Center Supervisor to lead daily operations of the engagement center, focusing on call center processes, productivity, and policy management. You will ensure alignment with company values while coordinating activities to support client initiatives and staffing needs.

The role requires supervising staff, coaching, and maintaining metrics and dashboards. You will partner with Workforce Management and cross-functional teams to optimize performance and

Qualifications

• Bachelor’s degree preferred with call center management experience.
• Knowledge of call flow, queue management, benchmarking.
• Strong written and spoken communication skills.

Responsibilities

• Provide leadership and day-to-day operations of the department.
• Maintain focus on strategic goals and departmental alignment with company values.
• Handle customer inquiries and complaints per client relations guidelines.
• Oversee programs with up-to-date knowledge and timely action across current and future initiatives.
• Serve as liaison between Workforce Management and staff to address staffing needs.
• Provide coaching and disciplinary actions per HR policy to maintain performance.
• Review staff quality audits, performance, and attendance; monitor trends.
• Produce regular reports and dashboards; ensure service levels are met or exceeded.
• Collaborate with Product Management, IT, People & Culture, Finance, and other departments.
• Create a healthy working environment and resolve employee relations issues.

Skills

Leadership

Operations management

Coaching

HR policy

Team collaboration

Performance metrics

Reporting

Communication

Time management

Microsoft Office

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Access Healthcare is seeking an Engagement Center Supervisor to lead daily operations of the engagement center, focusing on call center processes, productivity, and policy management. You will ensure alignment with company values while coordinating activities to support client initiatives and staffing needs.

The role requires supervising staff, coaching, and maintaining metrics and dashboards. You will partner with Workforce Management and cross-functional teams to optimize performance and