Outreach Supervisor

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

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 to manage 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 who have 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

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person.  Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience. 

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

Prague