AbleTo

Engagement Center Supervisor (Call Center)

US-NY-New York
4 weeks ago
ID
2017-1775
# of Openings
1
Category
Operations-Engagement Center

Overview

AbleTo combines best-in-class patient engagement with behavior change treatment programs that allow health plans and plan sponsors to improve health outcomes, while lowering overall spending, for high-cost medical populations. Benefitting groups include heart patients and diabetics, as well as those suffering from depression/anxiety and chronic pain. All sixteen of our programs utilize best practice protocols and are delivered nationally by teams of licensed therapists and behavioral coaches. Program participants experience improved health, better recovery and in the case of heart patients, fewer hospitalizations. This position is focused on providing leadership and overall supervision to AbleTo’s Engagement Center.

 

This position is focused on providing outbound call center leadership and overall supervision to AbleTo’s Engagement Center. The supervisor is responsible for the performance and monitoring of the successful engagement rates yielded by the team. In addition, the supervisor will work on the overall development of the team of Engagement Center Specialists who work in office or remotely.

Responsibilities

    • Lead by example in all aspects of performance and be respectful in all interactions
    • Inspire confidence in AbleTo and our mission
    • Maintain a positive attitude and foster an environment/morale that establishes trust and supports our culture
    • Assess team performance and provide effective leadership/coaching/mentoring to meet or exceed all EC KPIs
    • Collaborate with Call Quality Associate to provide effective feedback and drive improvement
    • Conduct frequent and consistent individual employee update meetings to ensure clarity of employee standing, development and accountability
    • Ensure adherence to established processes through disciplined oversight and ongoing feedback
    • Analyze data, detect trends/issues and provide solutions
    • Contribute proactively to process improvement and knowledge sharing
    • Maintain a high level of professional communication at all levels – both written and verbal 
to internal and external customers

 

 

Qualifications

Education/Experience:

  • Bachelor’s Degree
  • 2-3 years supervisory experience required in an environment focused on direct to consumer sales with superb client service
  • Strong management experience and a proven track record of increased production and team performance success
  • Outbound Call Center experience highly preferred
  • Call Center experience required

 

Competencies:

  • Ability to provide leadership, guidance and support
  • Ability to manage fairly and equitably across a diverse workforce
  • Be comfortable with change, ambiguity, novelty and complexity
  • Ability to be flexible, fluid and reprioritize as necessary
  • The ability to energize and inspire others
  • Ability to plan, execute, check results and improve on a continuing basis
  • Discipline and organization to handle multiple tasks simultaneously
  • Excellent written and verbal communication skills

 

 

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.