Engagement Center Supervisor

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

Scope of WorkThe position of Engagement Center Supervisor is an integral part of the Engagement Center department serving as leader for programs and associated staff activities, including all call center processes, productivity and policy management. Alignment with company values and objectives is expected and this position actively promotes coordination of department activities as a direct connection to the company’s mission and values.Key ResponsibilitiesProvide leadership, day to day operations of the department while maintaining focus on the company’s strategic goalsMaintain daily operational workflowsHandle customer inquiries and complaints in accordance with client relations teamProgram oversight for programs to include current, future and past programs, requiring up-to-date knowledge and department skill sets to ensure accurate and relevant action and timing to keep programs moving forward while supporting all client partner key initiativesEnsure staff are appropriately trained on all program requirements, timelines, updated information, physician preferences, etc. Provide program training as required.Serve as the main liaison between Workforce Management and staff, understanding call volume requirement and staff needsProvide regular review of staff quality audits, performance and attendance with staff and monitor trendsProvide coaching and disciplinary actions if necessary to ensure behavioral/performance goals are maintained, in accordance with HR policyLead team to success in meeting business and developmental goalsPromotes and displays professional teamwork atmosphere in all daily functionsEnsure all timecards are correctly processed within payroll timeframesMaintain accurate and relevant metrics/dashboards; understanding current service level agreements and ensuring the department meets and exceeds all requirements.Understand all information systems connected to current programs and provide accurate and up-to-date data to staff as changes occurProvide client partners and internal customers accurate and regular reporting as requiredCollaborate effectively with other internal departments to include but are not limited to Product Management, Information Technology, People & Culture, Finance, Workforce ManagementCreate a healthy working environment, working alongside People & Culture to solve employee relation conflicts and issues, actively listening seeking to find truth and harmonyBachelor’s Degree preferred with call center management experience, including knowledge of call flow, call center queue, benchmarking, measurement toolsA minimum of three years as a direct supervisor for a call center departmentExcellent written and spoken skillsStrong working knowledge of Microsoft Office Suite programsStrong organization and collaborative skills