Member Advocate Supervisor

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

Description

SUMMARY:

The Member Advocate Supervisor-I is responsible for leading and coaching Member Advocates by acting as an encouraging role model. The MAC Supervisor-I must be able to monitor, mentor, and enhance other MAC member performance under the direction and supervision of MAC Management. This role identifies strengths, weaknesses, provide solutions, inspires agents to do better by clearly communicating the department’s goals and expectations, and ensures quality service for all programs. The Supervisor-I will provide MAC Manager(s) with trends and feedback to improve overall operations and is responsible for maintaining an open communication line between Member Advocates and MAC Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coach Member Advocates as needed: prepare scorecards, interpret feedback provided by other departments, and supervise overall performance goals to ensure departmental goals are met
• Ensure all requests are processed accurately and in a timely manner
• Ensure all department assignments (voice mail, Callbacks, special projects) are completed and logged
• Participates in Recruiting of new Member Advocates
• Provide feedback for Performance reviews of Member Advocates according to ADG’s review process
• Monitor Member Advocates timesheets, vacation time, and sick time to ensure accuracy and timely processing
• Participate actively in the Member Advocate quality process
• Monitor Member Advocates’ attendance, adherence to schedule, shrinkage, and utilization
• May be required to supervise Member Advocates on weekends
• Meet with Team monthly to discuss team statistics and overall departmental issues/concerns
• Gather and interpret numerous reports and data from multiple resources
• Format, update and distribute procedures and scripts as required by MAC Management
• Work closely with MAC Management daily to keep manager(s) informed of trends and developments affecting the Member Advocate Service Center
• May be required to take calls during peak times
• May be required to back up LOD as required
• With direction from MAC Management, train LOD and provide additional support
• Create rotation schedule monthly for special assignments
• With input from MAC Management, communicate a daily tactical Service Level Plan
• Troubleshoot technical or procedural issues that arise for Member Advocates and report to the ADG Helpdesk as required
• Provide reporting as required by the business
• Other duties as assigned

Requirements

• Minimum of 5 years Contact Center experience with 3 years in a Supervisory role
• Flexible Hours; must be willing to work weekends
• Positive attitude, with excellent leadership skills
• Superior verbal and written communication skills
• Good work ethic, takes initiative and strong attention to detail
• Proficient in MS Office – Outlook, Word, and Excel
• Ability to troubleshoot complex problems of a procedural or technical nature
• Ability to motivate to improve overall performance of advocates
• Ability to coach and develop advocates’ skills to attain greater success
• Ability to define and correct areas needing improvement
• Experience with PCs, Windows, and databases