Care Advocate Supervisor

About the Role

As Contact Center Supervisor, you will coach a team of Care Advocates in real time, listening to calls, jumping in with feedback after difficult interactions, and building the skills that turn good advocates into great ones. This role is based fully onsite in Dallas, TX, and works directly on the floor — in the room, on the headset, running huddles, and solving problems as they come up. You will balance day-to-day coaching and performance management with operational work including schedules, reporting, hiring support, and process improvement.

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

Pay

Base salary range: $70,000–$80,000 depending on relevant experience, location, and qualifications.

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.