FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Member Service Guide, Supervisor
Devoted Health. Lead, coach, and develop Guides through tailored plans and constructive feedback .
About the role
Key responsibilities & impact- Lead, coach, and develop Guides through tailored plans and constructive feedback
- Conduct 1:1s, observations, and call reviews to ensure quality and drive improvement
- Assess individual strengths and adapt coaching styles to provide actionable feedback
- Foster a psychologically safe, transparent culture that values authenticity
- Act as a player-coach when necessary
- Guide the team through organizational changes with transparency
- Assist in talent acquisition by interviewing and recommending candidates
- Manage team metrics including quality, productivity, compliance, and attendance
- Communicate the rationale behind metrics to motivate Guides
- Address performance gaps promptly with clear paths forward
- Ensure adherence to service levels, quality, and compliance standards
- Handle escalated interactions professionally and use them as coaching opportunities
- Identify process gaps and improve workflows, tools, and member experience
- Champion AI and automation, pilot solutions, and enable team adoption
- Partner with cross-functional teams to enhance resolution
- Support broader Guide organization needs during peak seasons or volume surges
- Provide context and actionable recommendations upward
- Advocate for resources and improvements benefiting the team and members
Requirements
What you’ll need- Bachelor’s degree (or equivalent experience)
- Proven leadership in a metrics-driven call center environment/high volume customer service environment
- Demonstrated ability to translate operational data into motivating, actionable coaching
- Strong interpersonal skills, empathy, and professionalism to navigate sensitive situations while leading effectively as a hands-on player-coach
- Proactive ownership mindset with a focus on continuous improvement
- Adaptability, resilience, and a growth mindset in fast-moving environments
- Experience managing frontline teams in a contact center or healthcare
- Background in health insurance/operations; Medicare Advantage is a plus
- Strong analytical skills to spot trends and improvement opportunities
- Bilingual English/Spanish strongly preferred
- Familiarity with compliance and documentation in highly regulated environments
Benefits
Comp & perks- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above
- 401K program
- Parental leave program