- Supervise daily operations and queue execution of the Member Care Advocate team.
- Provide real-time floor support including answering questions and coaching advocates on complex calls.
- Monitor daily throughput, flag bottlenecks, and ensure adherence to outreach protocols.
- Perform quality assurance through call reviews, live monitoring, and calibration sessions.
- Deliver feedback, maintain performance documentation, and support team development.
- Carry a small personal caseload to maintain first-hand experience.
- Coordinate with the manager on hiring, onboarding, and daily capacity planning.
- Surface operational trends, script gaps, and member feedback to leadership.
CoachingQuality AssuranceCRM