Caregiver Experience Lead (Remote)

Job Description:

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary:

We are seeking a dedicated and proactive Caregiver Experience Lead to join our team. This role is integral in ensuring the success of our employee support call center, driving performance improvements, and fostering a positive and efficient work environment for our employees. The Employee Experience Lead will manage a team of call center agents, handle high-level employee escalations, and work closely with internal teams to enhance operational processes. Additionally, this role will be responsible for managing network reports, aiding in employee engagement initiatives, and assisting with training-related activities.

Essential Job Functions:

Call Center Management:

• Lead and manage the employee support call center, ensuring the team provides high-quality assistance to employees.

• Train, mentor, and develop call center agents, ensuring consistent performance and professional growth.

• Act as the main point of contact for the call center team, addressing their needs and ensuring smooth operations.

• Handle high-level employee escalations, working to resolve complex issues with urgency and care.

• Continuously assess and improve call center performance, identifying areas for improvement and implementing effective solutions.

• Streamline and optimize escalation processes to ensure quick and effective resolution.

• Provide regular performance reports on call center metrics and updates to senior leadership.

• Collaborate with the Operations team to address challenges and improve the overall employee support experience.

Network Reporting & Analysis:

• Retrieve and analyze network data, ensuring accurate employee tracking against required metrics (e.g., employee count per desired time).

• Prepare and present network adequacy reports for new or upcoming programs, ensuring teams are prepared and aligned with workforce needs.

• Collaborate with cross-functional teams to ensure data is accurately presented and actionable.

Engagement and Training:

• Assist in the development and execution of employee engagement and training initiatives.

Specific Skills/ Attributes:

• Proven experience in managing call center operations or a similar customer service/support environment.
• Strong leadership and team management skills
• Exceptional communication skills, with the ability to effectively manage escalations and communicate with all levels of the organization.
• Ability to translate data into actionable insights.
• Ability to collaborate cross-functionally with operations, HR, and other teams to achieve organizational goals.
• Highly organized with the ability to manage multiple tasks and priorities effectively.
• Strong problem-solving skills and a results-driven mindset.
• A proactive and positive approach to employee experience.

Qualifications:

• Bachelor’s degree or equivalent experience required
• 1-3 years of experience in the caregiver industry
• 1-3 years of experience working in or with a call center
• Strong experience with building reports, analyzing, and presenting data
• Strong experience with technology and understanding workflows

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.