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Role Description

We are currently seeking a talented Supervisor to lead a Care Management / Care Coach team. This role is responsible for overseeing a team of RNs or non‑licensed Care Coaches and ensuring high‑quality care, service excellence, and operational performance. The ideal candidate will demonstrate strong clinical understanding (if RN), leadership capability, coaching skills, and the ability to effectively manage daily operations.

Key Responsibilities

• Operational Leadership
  • Oversee day‑to‑day team operations, including attendance management, call queue oversight, and adherence to client expectations.
  • Ensure compliance with floor management policies and service level agreements (SLAs).
  • Verify system and equipment connectivity prior to shift start and escalate issues to WFM, IT, or the Operations Manager as needed.
  • Provide real-time support to associates by answering questions and assisting with technical or process-related issues.
  • Ensure huddles, coaching sessions, and workflow routines are carried out consistently and on schedule.
  • Ensure team adherence to shift schedules, breaks, and offline activities.
• Performance Management
  • Monitor daily quality and productivity metrics using available reports, dashboards, and databases.
  • Complete daily Team Leader checklists and submit weekly to the appropriate leader.
  • Conduct weekly performance coaching with signed coaching logs; provide additional counseling when required.
  • Complete regular one-on-one feedback sessions, including developmental coaching and disciplinary conversations.
  • Develop and maintain Individual Development Plans (IDPs) for assigned associates.
  • Identify high‑potential team members and assign projects or tasks to support development.
  • Ensure timely coaching and corrective action for non-compliance errors.
  • Conduct yearly performance appraisals for all assigned team members.
• Communication & Alignment
  • Cascade process updates, product knowledge, policy changes, and client updates in a timely manner.
  • Meet with the team at least weekly to share updates, address concerns, and promote best practices.
  • Participate in calibrations and alignment sessions with Quality, Training, and other support groups.
  • Escalate operational issues to the Operations Manager or Shift Manager as needed.
• Associate Support & Engagement
  • Address and help resolve HR‑related concerns promptly and professionally.
  • Promote positive team morale by planning team engagement and bonding activities.
  • Investigate potential conduct violations in alignment with internal policies and recommend appropriate disciplinary actions.
• Administrative Responsibilities
  • Submit all required reports, including:
    • Weekly Coaching Logs
    • Weekly Huddle Agendas
    • Weekly & Monthly Team Performance Reviews
    • Yearly Performance Appraisals
  • Generate associate attendance records via Global ESS and ensure schedule updates reflect approved changes.
  • Execute process-related tasks within required turnaround times.

Qualifications

• Active U.S. Registered Nurse (USRN) license

Requirements

• Active USRN with a minimum of 2 years of post‑education clinical experience
• Preferably 2–3 years of customer service or healthcare operations experience
• Strong communication and interpersonal skills
• Proficiency with MS Office and other computer applications

Skills & Competencies

• Ability to deliver timely, accurate coaching based on performance, behavior, and compliance.
• Strong understanding of operational processes, internal workflows, and client requirements.
• Ability to manage, motivate, and develop a team in a fast‑paced environment.
• Strong analytical abilities to interpret reports and identify trends.
• Ability to enforce policy adherence and conduct investigations when required.
• High level of professionalism, reliability, and organizational skill.

Location

Work@Home USA, United States of America