Lead from the front
Jump on the phone with members every day
you stay close to the work and model what great looks like
Grab the hardest calls, the escalations, and the ones nobody else wants
and show the team how it's done
Test-drive new scripts, openers, and outreach approaches yourself before rolling them out
Coach and develop a small team of outreach specialists, with real time spent in 1:1s, huddles, and side-by-sides
Set the bar
for quality, for hustle, for how we treat members
and hold the team to it
Track performance at the agent, team, and plan level, and make sure the team is hitting (and beating) targets
Build the quality engine: scorecards, calibrations, and feedback loops that actually make people better
Be the first person the team comes to when something is broken, confusing, or unfair — and unblock them
Build from a blank page
scripts, playbooks, workflows, and SOPs that don't exist yet
Turn scrappy wins into repeatable systems the next ten teammates can plug into
Iterate in days, not quarters
pilot, learn, adjust, and try again next week
Pull the data, share what's working and what isn't, and bring sharp opinions to the Head of Engagement
Help new client launches go smoothly by making sure the team is ready before day one

High school diploma or equivalent
At least 3 years of leadership experience in an inbound/outbound call center environment
Genuine excitement about being on the phone with members every day
this is the heart of the role, not a side duty
Availability to work a varying schedule on a rotating basis, including occasional evenings or Saturdays
Preferred Healthcare or digital health experience, especially in member or patient outreach
You've built something before
a team, a process, a playbook
rather than just inherited what was already there
Thrives in ambiguity, moves fast, and would rather ship something imperfect than wait for perfect
Excellent interpersonal, written, and verbal communication skills, with warm and professional phone presence
Strong relationship-building instincts, attention to detail, and a solutions-oriented mindset
Comfortable communicating up, down, and sideways
from frontline teammates to senior leadership
Proficiency with Microsoft products and experience using CRM, scheduling, or documentation tools.

Engagement Team Manager

Key skills