Supervisor, Engagement Center (Lake City)

Employment Type

: Full-Time

Industry

: Non-Executive Management



AbleTo is the leading provider of high quality, technology-enabled behavioral health care. AbleTo believes that everyone deserves access to high-quality care, and offers a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. Members also have access to mental health coaches, and digital support programs. Clinical best practices are leveraged across all services to ensure individuals are getting the care they need. Our outcomes-focused care is proven to improve depression and anxiety by over 50% on average, as demonstrated in several peer-reviewed studies. For patients with high cost medical conditions, our clinically-tailored treatment is proven to reduce medical costs with care that empowers the patient to address their health needs. AbleTo partners with payers to make high-quality care accessible, affordable and convenient for millions of people to get the treatment they need.

Do you enjoy helping others develop their customer service skills and understand the advantages of a team environment and what it takes to thrive in one? Then you may be perfect for our Supervisor job.

We re looking for a talented and passionate individual to join our team and to lead the customer service team to greater heights. You ll supervise approximately 30-40 full-time employees who are in contact with our members in person and via email, phone, live chat and other methods. We d love to hear from candidates who have reduced employee turnover at previous or current companies and who have made their employees otherwise humdrum customer service jobs into something of a calling.

This position is focused on providing leadership and overall supervision to AbleTo s Engagement Center. The supervisor is responsible for performance management and development of a team of Engagement Center Specialists who work in office or remotely.


The Primary 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

Core Hours:

9:00am to 6:00pm EST Monday through Friday

10:00am to 6:00pm EST Saturday

Schedule is 4 weekdays and alternating Saturdays (40 hour work week)

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Education/Experience:

  • Bachelor s Degree preferred
  • 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
  • 2-3 years of Call Center experience required

Competencies:

  • Ability to provide leadership, mentor, 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,motivate and inspire others
  • Ability to plan, execute, check results and improve on a continuing basis
  • Discipline and organize to handle multiple tasks simultaneously
  • Excellent written and verbal communication skills
  • Bilingual preferred (English-Spanish)

Follow AbleTo on LinkedIn and Twitter!

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.

Upon the acceptance of an offer to enter into this agreement, AbleTo requires the satisfactory completion of reference and background checks and successful completion of drug testing in accordance with local, state and federal laws.


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