Care Coach Supervisor

The Care Support Supervisor will assist Care Coordination leadership in establishing department objectives and training and support of Care Representatives. This position will have a focus on enrollments, care outreach, analyzing call data from customers and improving experiences. Must have exceptional communication and interpersonal customer services skills and excellent knowledge of contact center platforms and tools. Work is performed under intermediate supervision by director and / or other administrative superior; however, the employee is expected to exercise good judgement and discretion within the limits of established procedures. 

Function at the full level of Support Supervisor Representative

Listen to team and individual questions and concerns and provide answers; trains and coaches team, support, and oversee work performance and productivity 

Will provide best practices and model behavior by making and taking calls, by roleplaying, and by listening to live or recorded interactions

Will launch individual development plans for his or her team as assigned

Review and / or develop metrics reporting for overall team and for individual team members

Maintain and adhere to training materials 

Participate in company staff meetings and attend other meetings as directed

Will report on and adhere to company attendance and productivity guidelines

Train and verify work of Care Agents: emails/calls (inbound & outbound) and system work

Provide guidance, evaluation and hold Representatives to appropriate professional standards

Maintain regular on-site attendance by commuting to and performing work at the designated work location during established business hours, assigned shifts, or project-based schedules as required to support business operations. 

Perform other duties as assigned.