Lead Member Advocate Coach

Affinity Development Group; Reno, Northern (NV, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Affinity Development Group is seeking a Member Advocate Supervisor-I in Reno, NV to lead and coach a team of Member Advocates. This role focuses on monitoring performance, providing solutions, and ensuring quality service across programs.

You will partner with MAC Management to communicate goals, develop trends, and drive department improvements. Weekend coverage and flexible hours are often required to meet business needs.

Qualifications

• 5+ years of contact center experience with at least 3 years in a supervisory role.
• Willingness to work weekends and flexible hours.
• Excellent verbal and written communication skills.
• Strong leadership abilities with a proactive management approach.
• Proficient with MS Office (Outlook, Word, Excel) and related tools.

Responsibilities

• Coach and monitor member advocates to meet performance goals.
• Ensure requests are processed accurately and timely.
• Log and track department assignments, voicemails, and projects.
• Participate in recruiting of new member advocates.
• Provide feedback for performance reviews per ADG processes.
• Monitor timesheets, vacation and sick time for accuracy.
• Contribute to quality processes and reporting.
• Oversee attendance, scheduling, shrinkage and utilization.
• May supervise on weekends and during peak times.
• Prepare monthly team statistics and address issues with MAC Management.
• Collect and interpret reports from multiple resources.
• Format and distribute procedures and scripts as required.
• Collaborate with MAC Management to share trends and developments.
• Back up LOD as required and provide additional support.
• Train LOD and assist with special assignments.
• Create rotation schedules and daily service level plans.
• Troubleshoot technical or procedural issues and report to Helpdesk.
• Provide reporting as required by the business.
• Perform other duties as assigned.

Skills

Leadership

Communication

Coaching

Performance management

MS Office

Problem solving

Scheduling

Tools

MS Office Suite

Job description

Affinity Development Group is seeking a Member Advocate Supervisor-I in Reno, NV to lead and coach a team of Member Advocates. This role focuses on monitoring performance, providing solutions, and ensuring quality service across programs.

You will partner with MAC Management to communicate goals, develop trends, and drive department improvements. Weekend coverage and flexible hours are often required to meet business needs.