Outreach Help Center Lead: Coach, Improve & Deliver Service

Professional Case Management; Colorado; On-site; USD 72,000 - 106,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Company Paid Short Term Disability

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Paid Time Off

Voluntary Benefits

Job summary

Professional Case Management is seeking a Supervisor Outreach in Colorado to oversee Outreach Help Center operations and lead a team of up to 10 members. You will partner with the Director to drive service excellence, monitor performance, and remove barriers to effective customer care.

You will coach, onboard, and evaluate staff, ensure adherence to workflows, and collaborate with field teams and internal departments to deliver seamless handoffs and timely resolutions.

Qualifications

• Residence in designated geographic area (Colorado or Tennessee).
• Experience in customer service, outreach operations, healthcare operations, or related field.
• Strong understanding of customer service workflows and operations.
• Proven ability to coach, motivate and hold team members accountable.
• Excellent communication, organizational and problem-solving skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Strong attention to detail and commitment to service excellence.
• Proficiency with Microsoft Office and applicable business systems.

Responsibilities

• Lead daily Outreach Help Center operations and support the Director.
• Directly supervise up to 10 team members and set performance expectations.
• Monitor workflows, service levels, quality, and conduct audits to ensure adherence to standards.
• Collaborate with field teams and internal departments for seamless communication and handoffs.
• Coach, onboard, and develop staff; manage performance and employee engagement.

Skills

Customer service

Coaching

Team leadership

Performance management

Operations oversight

Call center

Tools

Microsoft Office

Job description

Professional Case Management is seeking a Supervisor Outreach in Colorado to oversee Outreach Help Center operations and lead a team of up to 10 members. You will partner with the Director to drive service excellence, monitor performance, and remove barriers to effective customer care.

You will coach, onboard, and evaluate staff, ensure adherence to workflows, and collaborate with field teams and internal departments to deliver seamless handoffs and timely resolutions.