Outreach Supervisor

In your role, you will be leading, supporting, and coaching a team of 8 Outreach Specialists, as well as leading by example as a Team Leader. Leading the outreach, you will lead the team in managing outbound calls to our clients regarding possible services that Accolade offers. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our Team Leaders are hands-on working leaders with a passion for service excellence.

Working hours: 2:30 pm – 11:00 pm CET

A day in the life…

Manage the Team

• Responsible for performance management coaching to develop a team of Inside Sales Specialists and support them in meeting their performance objectives.

• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback meetings with the team and escalating themes and trends.

• Responsible for timely reviews and approvals of team's attendance.

• Partner with People and Culture Business Partners to provide day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions)

• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention

• Conduct ongoing quality evaluations of team members, and coach on opportunities to improve

Manage the Business

• Supports in driving defined metrics to deliver on customer performance guarantees.

• Handling escalations

• Partners with other Team Leaders to identify and communicate risks to stakeholders and resolve problems to ensure customer service quality is maintained at the highest level.

• Ensure cross-functional collaboration with other teams as a direct support function and partner to create a best-in-class member experience

• Career Development and Growth

• Responsibility for career development and growth of your team

• Advocates for continuous training, learning, and development

• Supports in hiring, developing, and retaining top talent

• Ad-hoc tasks based on the business needs

What we are looking for…

• Around 5 years of experience in a similar position in a sales or customer support environment.

• Around 3 years of team-leading experience and demonstrated success in hiring, motivating, and developing talent.

• Excellent knowledge of the English language, strong communication skills both in written and verbal

• Ability to work independently, organize, and prioritize tasks effectively.

• General computer literacy.

• Excellent communication, leadership, and interpersonal skills.

• Strong critical thinking and problem-solving.

• Operational process execution.

While working at Accolade you will enjoy the following benefits:

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Yoga classes with a contribution

• Work from abroad for up to 4 weeks a year

• Udemy Business Platform for Hard/Soft skills training

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Carrott - support on family forming journey (www.get-carrot.com)

• FreshPoint fridge with meals & snacks at 30% discount