Engagement Team Manager

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

📋 Description

• Lead with a proactive approach.

• Engage daily with members over the phone, staying intimately connected to the work and exemplifying excellence.

• Handle the most challenging calls, escalations, and those that others may avoid, demonstrating effective techniques to the team.

• Experiment with new scripts, openers, and outreach strategies personally before implementing them.

• Mentor and nurture a small group of outreach specialists through dedicated one-on-one sessions, group huddles, and side-by-side coaching.

• Establish high standards for quality, effort, and member treatment, ensuring the team adheres to these benchmarks.

• Monitor performance across individual agents, teams, and plans, ensuring that targets are met and exceeded.

• Develop a robust quality framework: scorecards, calibrations, and feedback mechanisms that enhance skills.

• Be the go-to person for the team when issues arise, offering clarity and solutions.

• Create from scratch - developing scripts, playbooks, workflows, and standard operating procedures that are currently nonexistent.

• Transform initial successes into replicable systems that the next ten team members can easily adopt.

• Adapt quickly, executing pilots, learning, refining, and trying again in short cycles.

• Analyze data, communicate what is effective and what is not, and provide insightful feedback to the Head of Engagement.

• Ensure smooth new client launches by preparing the team adequately ahead of day one.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Minimum of 3 years of leadership experience in an inbound/outbound call center setting.

• True enthusiasm for daily phone interactions with members, as this role centers around member engagement.

• Flexibility to work a varied schedule on a rotating basis, including potential evening or Saturday shifts.

• Preferred experience in healthcare or digital health, particularly in member or patient outreach.

• Proven track record of building teams, processes, or playbooks rather than merely taking over existing systems.

• Ability to thrive in uncertain situations, act swiftly, and prefer delivering imperfect solutions over waiting for perfection.

• Exceptional interpersonal, written, and verbal communication abilities, with a friendly and professional phone demeanor.

• Strong aptitude for relationship building, attention to detail, and a focus on finding solutions.

• Comfortable engaging with individuals at all levels, from front-line staff to senior executives.

• Proficient in Microsoft applications and experienced with CRM, scheduling, or documentation tools.

🏝️ Benefits

• Members always come first.

• Ownership over quality and presentation.

• Continuous improvement each week.

• Enjoyable work environment while tackling challenging tasks.