Care Advocate Supervisor:
Our Dallas floor runs on energy - a room full of Care Advocates working the phones, turning "I'll deal with it later" into "okay, I'm scheduled." As Member Engagement Supervisor, you're the one who makes sure that energy translates into results. You'll coach a team of Care Advocates in real time, listening to calls, jumping in with feedback right after a tough one, and building the skills that turn a good advocate into a great one.
This role sits close to the floor. You're not managing from a distance - you're in the room, on the headset, running huddles, and solving problems as they come up. You'll balance day-to-day coaching and performance management with the operational work that keeps a growing team running smoothly: schedules, reporting, hiring support, and process improvement.
Location: Dallas, TX - Fully onsite
Schedule: Specific work hours will be determined upon hire and must fall within our call center's operating hours of 8:00 AM-7:00 PM ET
Responsibilities:
- Supervise, coach, and support a team of Care Advocates to meet performance and quality standards across outbound calling and member engagement
- Deliver real-time coaching and live call feedback, plus regular 1:1s, coaching sessions, and performance reviews
- Assist in hiring, interviewing, and onboarding new Care Advocates as the Dallas team scales
- Foster a culture of empathy, accountability, and continuous improvement on the floor
- Handle escalated or complex member inquiries with a focus on resolution and satisfaction
- Prepare and manage team schedules and monthly performance reports
- Measure and evaluate team and individual performance against key metrics and goals
- Ensure adherence to policies, performance standards, and established procedures
- Assist in developing job aids, SOPs, and process improvements that keep the team efficient
- Collaborate with Training, QA, Ops, and other departments to ensure seamless care coordination and consistent quality standards
- Share opportunities for improvement with leadership and help build solutions
- Explore AI tools to enhance processes and best practices
Requirements:
- 2-3 years of experience in a contact center or call center environment
- 1+ year in a lead, team lead, or supervisory capacity - formal or informal
- Strong interpersonal and communication skills, with a genuine passion for coaching and team development
- Proven ability to manage multiple priorities in a dynamic, fast-paced setting
- Comfort with contact center tools and reporting dashboards (Salesforce, Five9, or similar)
- Healthcare, insurance, or outbound sales/case management experience preferred
- Customer-centric focus with excellent communication skills and the ability to express empathy for member challenges
- Ability to work independently and collaboratively across small teams
- Knowledge of care coordination and case management concepts is a plus
- Real drive and motivation to hit goals - for yourself and for the team you're coaching
- Bilingual (English-Spanish) preferred
Strong Candidates will:
- Move Fast: Acting with urgency to respond to client and business needs
- Be Comfortable in a Fast-Paced Environment: that can be challenging but highly rewarding
- Be Good with Numbers: both in how they articulate value propositions but also in how they measure and report success
- Be Strategic Thinkers/Problem Solvers: both in how they work cross functionally, and also in how they build their function and supporting systems/processes
- Be Customer Focused: always looking to understand, advocate for and improve how we engage with our prospects
- Have High Energy and a Positive Outlook: infusing their engagement with prospects and internal teams with positive energy to help achieve our joint goals
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Compensation: Base salary range: $70,000-$80,000 depending on relevant experience, location, and qualifications.