Team Lead, Member Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and direct the daily operations of a team of 8–15 Member Services Representatives (MSRs).

• Track real-time performance in the call center and proactively resolve service level challenges.

• Collaborate with Workforce Management personnel to ensure MSR adherence to schedules, encompassing attendance, punctuality, and break compliance.

• Provide timely, real-time guidance, intervention, and call takeover assistance for complex or escalated member interactions.

• Guarantee that all agents provide a high-quality, accurate, and empathetic experience for members.

• Conduct quality assurance call monitoring and offer coaching and feedback to agents.

• Hold agents accountable for their performance metrics, call quality, and adherence to procedures.

• Facilitate one-on-one meetings, coaching sessions, and formal performance evaluations based on QA, KPIs, and customer feedback.

• Identify and address performance deficiencies through coaching and disciplinary measures when necessary.

• Ensure compliance with all policies, procedures, and system requirements among team members.

• Clearly and consistently communicate organizational updates, process changes, and expectations.

• Recognize training needs and collaborate with training teams to address knowledge gaps.

• Work alongside Workforce Management while maintaining direct responsibility for team adherence and coverage.

• Monitor dashboards and reports to spot trends and implement enhancements.

• Assist with the recruitment, interviewing, and onboarding of new team members.

• Foster team member development through coaching, mentorship, and career development planning.

• Address escalated member issues and reinforce best practices.

• Collaborate with cross-functional teams, including IT, Operations, and Account Management.

• Keep leadership updated on trends, risks, and performance issues.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Demonstrated experience in call center leadership or supervisory positions.

• Strong understanding of call center metrics, QA processes, and workforce management.

• Exceptional communication, coaching, and conflict resolution abilities.

• Capability to manage performance in a fast-paced setting.

• Strong analytical and problem-solving competencies.

• Proficiency in Microsoft Office and call center systems.

• Required customer service experience.

• Bilingual skills are preferred.

🏝️ Benefits

• Remote-first work environment.

• Choice between a HDHP or PPO Medical plan, with 100% of the premium for the HDHP covered for you and your eligible family members.

• Comprehensive Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance, with premiums fully covered for you and your family (for Dental and Vision).

• Additional buy-up options available for Short- and Long-Term Disability and Life Insurance.

• 401(k) plan with an employer match up to 3.5%, accessible after 60 days.

• Community Service Day to give back and support causes you care about in your community.

• 10 company holidays, including MLK Day, Juneteenth, and the day after Thanksgiving, plus a floating holiday for personal use.

• Reimbursements for high-speed internet; we provide a computer and monitors to help you perform at your best.

• Tuition Reimbursement for accredited degree programs.

• Paid New Parent Leave available for adoption or birth.

• Pet insurance to safeguard your furry family members.

• A comprehensive mental health benefit and EAP service through Spring Health for support when you need it most.