Supervisor Outreach

Professional Case Management•Tennessee, TN

3d•$72,100 - $105,800

About The Position

The Outreach Help Center Supervisor serves as the operational partner to the Director, Outreach Help Center, providing day-to-day leadership, oversight, and support to ensure effective Help Center operations. This hands-on leadership role supervises up to 10 team members and requires a comprehensive understanding of all Outreach Help Center functions. The Supervisor leads by example, provides support wherever needed, removes operational barriers, monitors quality and performance, and promotes accountability across the team. The role supports service excellence, employee development, operational consistency, and execution of departmental priorities.

Requirements

Must reside in the designated geographic area: Colorado or Tennessee, with one Supervisor in each state.
Demonstrated experience in customer service, customer support, outreach operations, healthcare operations, or a related field.
Strong understanding of customer service workflows and operational processes.
Proven ability to coach, motivate, and hold team members accountable.
Excellent communication, organizational, and problem-solving skills.
Ability to manage multiple priorities and adapt to changing business needs.
Strong attention to detail and commitment to service excellence.
Proficiency with Microsoft Office and applicable business systems.

Responsibilities

Partner with the Director to execute departmental goals, initiatives, and daily operations.
Maintain a comprehensive understanding of Outreach Help Center functions and provide hands-on support as needed.
Monitor workflows, workloads, service levels, and operational performance.
Identify operational challenges and support process improvements to enhance efficiency, quality, and customer experience.
Directly supervise and support up to 10 Outreach Help Center team members.
Set clear performance expectations and foster accountability, ownership, collaboration, and service excellence.
Provide coaching, training, feedback, and employee development.
Assist with onboarding, performance management, and employee engagement activities.
Monitor quality, productivity, and compliance through call reviews, work audits, metric tracking, and performance observations.
Identify performance trends, gaps, and training opportunities, and implement corrective actions as needed.
Support reporting, documentation, and ongoing evaluation of team and departmental performance.
Ensure adherence to established workflows, quality standards, organizational policies, and service expectations.
Promote exceptional service for customers, referral sources, field representatives, and internal stakeholders.
Help resolve escalated concerns and operational issues in a timely and effective manner.
Partner with field teams and internal departments to support communication, coordination, and customer handoffs.
Serve as a subject matter expert and trusted resource for Outreach Help Center operations.
Perform other duties as assigned.