Team Lead, Member Services

Essential Job Responsibilities

• Supervise and manage daily activities of 8–15 Member Services Representatives (MSRs)
• Monitor real-time call center performance and proactively address service level issues
• Work in tandem with Workforce Management staff, managing MSR adherence to schedules, including attendance, punctuality, and break compliance
• Provide immediate, real-time direction, intervention, and call take over support as needed for complex or escalated member interactions
• Ensure all agents deliver a high-quality, accurate, and empathetic member experience
• Hold agents accountable for performance metrics, call quality, and procedural compliance
• Conduct one-on-one meetings, coaching sessions, and formal performance reviews based on QA, KPIs, and customer feedback
• Identify and address performance gaps through coaching and disciplinary action when needed
• Ensure team members follow all policies, procedures, and system requirements
• Communicate organizational updates, process changes, and expectations clearly and consistently
• Identify training needs and partner with training teams to close knowledge gaps
• Monitor dashboards and reports to identify trends and implement improvements
• Support recruiting, interviewing, and onboarding of new team members
• Develop team members through coaching, mentorship, and career development planning
• Resolve escalated member issues and reinforce best practices
• Collaborate with cross-functional teams including IT, Operations, and Account Management
• Keep leadership informed of trends, risks, and performance concerns
• Perform other duties as assigned

Required Skills / Experience

• Bachelor’s degree or equivalent work experience
• Proven experience as call center leadership or supervisory roles
• Strong knowledge of call center metrics, QA processes, and workforce management
• Excellent communication, coaching, and conflict resolution skills
• Able to manage performance in a fast-paced environment
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office and call center systems
• Customer service experience required

Preferred Skills/Experience

• Bilingual skills preferred

Pay

The anticipated hiring range for this role is $56,800 to $71,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations.

RxBenefits

We offer a robust total rewards package that includes:

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most