Lab Visit Support Lead
Job Summary
Owning the day-to-day operations of a Lab Visit Support team, the full-time remote Lab Visit Support Lead will manage approximately 10 Member Support Agents, ensuring effective prioritization of tasks, real-time staffing adjustments, and swift resolution of escalations to deliver a high-quality member experience.
Key responsibilities
- Lead real-time execution for the Lab Visit Support team, prioritizing and delegating tasks while resolving high-impact issues
- Directly manage and develop team members through ongoing coaching, feedback, and performance management
- Monitor key performance indicators to drive team performance and ensure consistent adherence to quality standards
Required qualifications
- Proven experience managing and developing frontline teams with a focus on performance accountability
- Strong operational judgment, capable of making quick staffing and workflow decisions in high-volume environments
- Ability to deliver constructive feedback and maintain a high standard for member experience
- Excellent communication and interpersonal skills for building trust across various team levels
- Flexibility to work Monday-Friday with periodic weekend and holiday on-call coverage
Complete Job Description
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