Member Service Guide, Supervisor
Core
Lead and develop a frontline team of Member Service Guides to deliver high-quality, compassionate support across inbound call center and digital channels (Chat, SMS, Portal) in the healthcare industry.
Role type
Senior IC team lead (Member Services Supervisor)
Builds
Member support experiences via phone and digital channels
Domain
Healthcare / Member Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, team development, performance management, operational excellence, process improvement, cross-functional collaboration, data-driven coaching, empathy, adaptability
Preferred skills
Frontline team management in contact centers, healthcare operations, health insurance background, analytical skills, bilingual (English/Spanish)
Technologies
AI, automation tools, call center systems, digital support platforms
Responsibilities
Lead, coach, and develop Guides through tailored plans and constructive feedback; Manage team metrics (quality, productivity, compliance, attendance) to drive improvement; Identify process gaps and improve workflows, tools, and member experience; Champion AI and automation, piloting solutions and enabling team adoption; Handle escalated interactions professionally; Assist in talent acquisition by interviewing and recommending candidates
Seniority
Senior, hands-on IC
