OTC Call Center Lead

About the Role

The OTC Call Center Lead oversees daily operations of a high-volume call center team supporting over-the-counter (OTC) benefits. This role ensures agents handle inbound and outbound calls efficiently, provide accurate information regarding product orders, eligibility, and benefits, and deliver excellent customer experience. The Lead serves as a key point of contact for escalations, supports agent development, monitors performance metrics, and collaborates with leadership to maintain service levels and operational efficiency.

Responsibilities

• Team Leadership & Support
  • Provide daily guidance, direction, and support to call center agents
  • Act as the first point of contact for escalated customer concerns and ensure timely resolution
  • Assist with workforce scheduling and coverage planning
  • Foster a positive, collaborative, and high-performing team environment
• Performance Management
  • Monitor and evaluate agent performance, including call quality, productivity, and adherence
  • Conduct call audits and provide coaching and feedback
  • Track key performance indicators (KPIs) such as service levels, response times, and customer satisfaction
  • Support leadership with reporting and performance analysis
• Training & Development
  • Assist in onboarding and training new hires
  • Provide ongoing coaching and development to improve individual and team performance
  • Communicate updates on policies, procedures, and systems
  • Share best practices to enhance service delivery
• Operational & System Support
  • Serve as a subject matter expert for OTC systems and call center tools
  • Troubleshoot system or process issues and escalate as needed
  • Partner with IT and management to resolve system gaps or inefficiencies
  • Ensure agents are trained on new tools and system updates
• Administrative Responsibilities
  • Document performance issues and escalate when appropriate
  • Assist in preparing daily, weekly, and monthly operational reports
  • Support special projects and departmental initiatives

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 2–3 years of call center experience, with at least 1 year in a leadership or senior agent role preferred
• Strong knowledge of call center operations, metrics, and customer service best practices
• Experience with OTC benefits or healthcare-related services is a plus
• Proficiency in call center systems and Microsoft Office applications
• Bilingual (English/Spanish) is a plus

Working Conditions

• Fast-paced call center setting with high call volumes
• May require flexible scheduling, including weekends or extended hours based on business needs
• Moderate noise level in the work environment
• Highly regulated environment with interactions under varying conditions (patients, family members, staff, visitors, government agencies, etc.)
• Physical activities include: climbing, bending, stooping, kneeling, reaching, sitting, standing, walking, lifting, finger dexterity, grasping, repetitive motions, talking, hearing, and visual acuity
• Work is performed indoors; sits, stands, bends, lifts, and moves intermittently during working hours
• Full-time employees are required to complete forty (40) hours per week as scheduled, including weekends and holidays as needed
• May require overtime during varying seasons of the year

Physical Demands

• Frequently lift up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Regularly required to talk or listen
• Frequently required to stand and walk
• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Performance Measurements

• Duties accomplished at the end of the day/month
• Attendance and punctuality
• Compliance with company regulations
• Safety and security
• Quality of work