Supervisor, Member Services

Well•Chapel Hill, NC

8d•$58,000 - $66,000•Onsite

About The Position

We’re looking for a dynamic and collaborative leader with a passion for supporting a strong, empathetic team. As a Supervisor, you’ll manage a team of Well Guides, ensuring that our members have a smooth and positive interaction each and every time they reach out to us. You will be the first line of support and advocacy for our team, promoting a culture of deep empathy and problem-solving that leads to positive outcomes for our members. In this highly collaborative role, you will be a coach for your team, which requires an open mind and a desire to be highly effective.

Nice To Haves

4+ years of supervisory or leadership experience in a performance-oriented, customer-centric environment
Experience leading a team of 10+ direct reports
Ability to analyze and use different types of data to support decision making and improve operational performance
Demonstrated ability in building and developing teams
Experience in data-driven performance management and employee coaching
Interested in organizational systems, structures, and operations
Comfortable working in a fast-paced, always-evolving environment, operating under a test-and-learn mindset while maintaining soundness of the operation
Interest in health and wellness, and motivated to help members improve their health

Responsibilities

Manage a team of up to 13 associates (Well Guides) across multiple shifts
Partner with the team in responding to inbound contacts from members
Participate in onboarding new hires / cross training Well Guides
Take ownership in the development of your team and be accountable for their performance
Actively participate in day to day support activities for your team including daily coaching and weekly one on one meetings
Reinforce positive behavior and encourage and facilitate collaboration between your team and other Member Services team members
Contribute to a friendly and inclusive work environment aligned with Well’s core values
Recognizes the value of Well Guide employees as the most important asset
Partner with other leaders to drive workflows and processes in order to meet our SLAs and KPIs
Track, analyze and report on team performance data (SLAs, KPIs etc.)
Analyzes system performance data to troubleshoot and resolve issues
Manage inbound contact queues and monitor Well Guide performance to ensure daily targets are met
Lead daily team huddles at the beginning of each shift, ensuring that the team has the most up-to-date, member-impacting information
Enhance the member experience by working with partners across the organization to continually improve the tools, systems and communication used by the team
Maintain strict confidentiality according to HIPAA guidelines and company policies and ensure that team members do the same
Act in accordance with the organization's information security policies and ensure that team members do the same