Care Advocate Supervisor

Lantern•Dallas, TX

8d•$70,000 - $80,000•Onsite

About The Position

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 Contact Center 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.

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)
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
Real drive and motivation to hit goals — for yourself and for the team you’re coaching

Nice To Haves

Healthcare, insurance, or outbound sales/case management experience preferred
Knowledge of care coordination and case management concepts is a plus
Bilingual (English-Spanish) preferred
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

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