Engagement Center Supervisor

The Engagement Center Supervisor is responsible for the day-to-day leadership, performance, development, and engagement of an assigned team of frontline employees. This role establishes clear expectations, provides regular coaching and recognition, and ensures employees have the knowledge, resources, and accountability needed to deliver an excellent patient and client experience.

The Supervisor monitors individual and team performance, takes timely action to address gaps, and works closely with WFM, Customer Solutoins and Operations to achieve team KPIs and contractual service-level agreements. As the primary connection between frontline employees and operational leadership, the Supervisor also communicates changes, elevates risks and employee concerns, and shares frontline feedback that can improve processes, training, and the employee, patient and client experience.

Key Responsibilities

Team Leadership and Employee Development

• Lead and support an assigned team of frontline employees, establishing clear expectations for performance, attendance, professionalism, and the patient/client experience.

• Maintain a consistent coaching cadence using performance data, quality findings, and observed behaviors. Document feedback, agreed-upon actions, and follow-up promptly and accurately.

• Provide balanced coaching that addresses performance gaps while also developing employees who are meeting or exceeding expectations through skill-building and growth opportunities.

• Build team morale, engagement, and accountability through regular communication, recognition, team-building, and visible leadership. Clearly cascade changes while creating opportunities for employees to share feedback and concerns.

• Address performance, attendance, and conduct concerns promptly through documented coaching, performance improvement plans, and corrective action in partnership with the Operations Manager and People & Culture.

• Complete objective performance reviews and support employee interviews, onboarding, development, and offboarding activities.

Team Performance and Day-to-Day Support

• Monitor individual and team KPIs and the team’s contribution to contractual service levels. Address gaps through timely feedback and coaching and escalate significant or recurring risks to Operations.

• Reinforce adherence to assigned schedules, approved workflows, policies, procedures, and client-specific requirements. Communicate staffing, coverage, or adherence concerns to Operations and Workforce Management as appropriate.

• Maintain current knowledge of assigned workflows, systems, and operational requirements so employees receive accurate and timely guidance.

• Review and resolve assigned client-submitted tickets in the ticketing system, including investigating reported team errors, documenting findings and actions taken, ensuring appropriate follow-up coaching, and tracking recurring trends.

• Support employees with complex or escalated patient interactions and elevate issues requiring additional operational, clinical, technical, or leadership support.

• Review and approve timecards and maintain accurate attendance, team, and required reporting records within established deadlines.

Quality, Feedback, and Continuous Improvement

• Reinforce expectations for accuracy, professionalism, empathy, privacy, compliance, and the appropriate handling of patient interactions.

• Elevate recurring errors, knowledge gaps, workflow barriers, outdated resources, and frontline employee or patient feedback to the Operations team and appropriate internal partners, providing specific examples and improvement recommendations when possible.

• Reinforce completed training and, when operationally needed, support nesting, cross-training, or refresher activities.

• Perform other duties as assigned.