Lead, Outreach Specialist

Responsibilities

• Coach, monitor, and empower remote team members in line with departmental and company expectations.
• Manage employee schedules, attendance, and training time to bolster capacity and maximize access to services.
• Monitor productivity statistics such as call duration, average wait time, abandonment rate, and utilization during service hours, call volume, conversion rate, and first call resolution rate. Make necessary operational adjustments to achieve targets.
• Work with peers and leaders across the enterprise to develop and operationalize workflows to achieve desired member interaction outcomes. Make necessary adjustments to achieve targets.
• Create a culture of empathy and collaboration amongst team members and between teams across the organization.
• Develop deep knowledge of the Cityblock care model, member journey, and available quality and data insights. Share this information with direct reports to drive performance improvements.
• Participate in the quality management process by reviewing your team members’ work in line with set standards, using standardized evaluation templates, and coaching for improvement.
• Share professional insights and observations to optimize any of the following: quality, service delivery, team unity, customer experience.
• Ensure personal and team compliance with required trainings, time and labor policies, and leave entitlements as directed by human resources.
• Support or lead performance-related discussions, including warnings, terminations, promotions, etc with your direct reports in line with human resource policies and expectations.
• Reports safety risks (near misses and actual events), compliance and ethics concerns, and potential harassment promptly.

Requirements

• A high school diploma or equivalent.
• Five or more years in a contact center environment (service or sales).
• Two or more years in a healthcare environment.

Qualifications

We take into account an individual’s qualifications, skillset, and experience in determining final salary.

Benefits

• Health insurance
• Life insurance
• Retail benefits
• Equity program participation
• Paid time off, including vacation and sick leave

Pay

The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: $55,000.00 - $70,000.00