Valor Global

Compensation

Full Description

Team Manager Job Description Position Title: Member Engagement Team Manager Reports To: Operations Manager of Member Engagement Outbound Department: Member Engagement – Outbound Location: Remote - Candidated MUST be in the Phoenix area Pay 45K annually Who we are Valor Global is a values-driven organization committed to delivering world-class customer experiences through innovation, empathy, and excellence. We partner with leading companies across industries to support their customers with care, precision, and heart. At Valor, we’re more than a service provider—we’re a community that fosters growth, celebrates diversity, and empowers our team members to make a meaningful impact every day. Role Overview The Member Engagement Manager will oversee a team of Member Engagement Coordinators under the supervision of the Director/Sr. Manager of Member Engagement – Outbound. This role is responsible for daily operations, coaching, performance management, and ensuring quality member interactions. The manager will also contribute to strategic initiatives and serve as a working supervisor, conducting member outreach weekly. Key Responsibilities Team Management & Operations • Supervise a team of 18–25 Member Engagement Coordinators. • Prepare daily agendas and assignments. • Monitor schedule adherence and backfill shifts as needed. • Walk the floor, sample live calls, and deliver real-time feedback. • Ensure adherence to call scripts and quality standards. • Lead weekly staff meetings and individual check-ins. • Coordinate internal team incentives and department-wide initiatives. • Handle call escalations and ensure phone line functionality. • Respond to member voicemails and special assignments promptly. • Evaluate and improve operational processes and efficiency. Member Outreach • Conduct member calls for at least 2 hours per week. • Offer, explain, and schedule in-home health risk evaluations. • Follow CMS and health plan-approved scripts. • Accurately document member interactions and appointment statuses. • Reschedule appointments and coordinate with internal teams. • Ensure appropriate use of Translation Services when needed. Quality & Training • Set and achieve weekly Quality Assurance goals. • Facilitate short skill-based trainings during weekly meetings. • Lead informal training sessions based on team needs. • Participate in QA calibration and provide coaching within 48 hours of audit results. • Survey team quarterly for feedback and collaborate with Technology Liaison. Reporting & Compliance • Compile daily scheduled numbers (1 PM and EOD). • Complete reports as requested by leadership. • Assist with triaging Virtus errors. • Monitor HIPAA compliance and ensure policy adherence. • Manage time-off requests and attendance tracking. • Conduct quarterly and annual performance reviews. • Administer corrective actions and resolve employee relations issues. • Communicate department concerns appropriately to leadership. Qualifications • Prior management or team lead experience • Proven ability to lead and motivate teams in a fast-paced, performance-driven environment • Strong interpersonal and communication skills, both written and verbal • Experience with call center technologies and CRM systems (e.g., Salesforce, Five9, or similar platforms) • Ability to analyze performance metrics and translate insights into actionable improvements • Skilled in conflict resolution, coaching, and employee development • Comfortable managing multiple priorities and adapting to shifting demands • Familiarity with HIPAA regulations and healthcare compliance standards • Demonstrated success in meeting or exceeding KPIs and departmental goals • Proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams) • Ability to foster a positive team culture and promote diversity and inclusion • Strong organizational skills and attention to detail • Experience creating and implementing incentive programs or team initiatives Other: No time off will be permitted during training or during the first 90 days of employment. Valor Global is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws. All employment decisions are based on qualifications, merit, and business needs Employment Conditions: All candidates must successfully pass a pre-employment background check as a condition of hire. This may include verification of employment history, education, criminal records, and other job-related screenings, in accordance with applicable laws and regulations. By applying, you acknowledge and consent to this process. Job Type: Full-time Pay: $45,000.00 per year Benefits: • 401(k) matching • Dental insurance • Employee assistance program • Health insurance • Paid time off • Referral program • Vision insurance Application Question(s): • What is your personal email address? • What is the best number to reach you? • Do you speak, read, and write Spanish fluently? Work Location: Remote