Advocate Supervisor

Summary

Join WelbeHealth as a Welbe Advocate Hub Supervisor and oversee call center operations, ensuring exceptional customer service to our senior participants. You will manage daily operations, mentor team members, and handle urgent escalations. This role requires experience in supervision, preferably in a contact center, and proficiency with technology. We offer a competitive salary, benefits including health coverage, paid parental leave, and 401k match, plus perks like generous paid time off. The position is remote, with occasional on-site visits to LA County centers. We are committed to diversity, equity, and inclusion.

Requirements

• Be willing and able to work a varied schedule that may include evening nights, weekends and overtime and be comfortable with onsite travel to LA county WelbeHealth centers once (1) every other month and as needed for business needs
• Have a high school diploma or equivalent
• Have a minimum of five (5) years of experience in a supervisory role with demonstrated ability to mentor and develop team members (preferably in a in a larger contact center or similar working environment)
• Be proficient with technology, especially computers, software applications and phone systems, including experience using electronic medical records systems

Responsibilities

• Monitor and manage the daily operations for your assigned functional area of responsibility, including delegation of work, work schedules, and other responsibilities required to meet the expected performance targets and goals
• Be responsible for the hiring and overall successful onboarding of all Welbe Advocates for your functional area. Work collaboratively with the Welbe Advocate training team to ensure new hires are successfully trained and for ongoing training needs
• Manage performance of your direct reports, including quarterly check-ins, annual performance evaluations and ongoing coaching as required
• Help in identifying systemic and/or operational issues and participate in process improvement life cycle, including root-cause analysis, implementation, and monitoring. Motivate staff and serve as a change agent
• Provide support to the team, including the handling and resolving of urgent escalations and issues with a high-level of efficacy
• Participate in the development, review and implementation of department protocols and policies
• Be willing and have the ability to work a varied schedule that may include evening nights, weekends and overtime

Preferred Qualifications

• Have a Lean Six Sigma and/or Process Improvement Certificate
• Have clinical certifications
• Have a minimum of (2) two years of relevant work experience and/or in healthcare

Benefits

• Health Coverage on Day 1
• Paid Parental Leave
• 401K Match
• 17 days of paid time off in year one
• 12 company holidays
• 6 sick days
• Career path advancement and leadership opportunities