Agent Support Associate

Devoted Health

Devoted Health

Customer Service, Operations
United States · Remote
Posted on Thursday, July 11, 2024

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Job Description

A bit about this role:

As the Agent Support Supervisor at Devoted Health, you will lead a team of Agent Support Associates who support external brokers and internal field sales agents across multiple states. Overview of this role:

  • Training, coaching, and motivating your team to exceed performance expectations.

  • Driving sales results and ensuring compliance with company standards.

  • Building agent loyalty through effective support and service.

Your Responsibilities and Impact will include:

  • Supervise a remote team of 12+ Agent Support Associates (ASA) across multiple time zones, including Eastern, Mountain, Pacific, and Hawaii Time Zones.

  • Foster a culture of performance, accountability, and motivation within the team.

  • Manage the team to meet goals for phone service levels, call quality, outbound contacts, broker satisfaction, and other performance metrics.

  • Conduct side-by-side observations and review calls for quality monitoring and hold regular one-on-one feedback sessions with team members.

  • Identify and advocate for training, technology, and process improvements to enhance the agent experience.

  • Provide individual performance metrics to ASAs and support their development by addressing performance gaps and driving improvements.

  • Use an analytical mindset to identify opportunities for team-wide improvement.

  • Collaborate with AS leadership, Sales Operations, and other stakeholders, demonstrating strong problem-solving skills and adaptability in a fast-paced environment.

Required skills and experience:

  • Minimum of 2 years of supervisory or managerial experience.

  • At least 4 years of experience in a call center or sales environment.

  • Strong analytical skills with proficiency in Google and Microsoft software.

  • Demonstrated ability to use data to drive performance improvements.

Desired skills and experience:

  • Experience building and delivering performance management and corrective action plans for direct reports.

  • Healthcare and/or Medicare experience is a plus.

  • Bilingual skills are a plus

    $20 - $26 / hour

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

  • 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; Commission eligibility for Sales roles

  • Parental leave program

  • 401K program

  • And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.