Customer Engagement Verification Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily functions of a remote team comprising Contact Center Agents and/or Unit Leads.

• Ensure that productivity, quality, documentation, and service standards are consistently met.

• Provide coaching, mentorship, and development opportunities for employees through feedback, performance discussions, team meetings, and tailored support.

• Track customer outreach, verification tasks, escalations, follow-up activities, service metrics, and operational trends.

• Identify and address any performance or process deficiencies.

• Collaborate with Operations, Quality, Workforce Management, Training, Reporting, and other internal stakeholders.

• Enhance service delivery and operational efficiency.

• Assist with onboarding, training reinforcement, procedural updates, workload management, and ongoing improvement initiatives.

⛳️ Requirements

• A minimum of three (3) years of experience in a contact center, customer service, healthcare operations, Medicaid eligibility, outreach, insurance, or a similar service environment.

• At least one (1) to two (2) years of experience in a supervisory, team lead, unit lead, senior representative, or another leadership position.

• Experience in healthcare, Medicaid, government programs, insurance eligibility, verification, or customer outreach is highly preferred.

• Proven experience in coaching employees, managing performance, resolving escalations, monitoring quality/productivity metrics, and ensuring team accountability.

• Excellent communication, analytical, organizational, and problem-solving abilities.

• Proficient in Microsoft Office applications.

• Capable of working effectively in a remote setting.

• Access to a reliable high-speed internet connection.

• A dedicated professional workspace.

• Flexible schedule, including potential overtime or adjustments during peak workloads.

🏝️ Benefits

• Flexible working hours.

• Emphasis on work-life balance.

• Opportunities for continuous learning and career advancement.

• Medical, dental, and vision insurance coverage.

• 401(k) retirement savings plan available after 90 days of employment.

• Paid time off.

• Paid holidays.

• Employee wellness and financial benefits.

• Flexible vacation policy.

• 401(k) employer matching.

• Educational assistance programs.

• Access to leadership and technical development academies.