Member Services Team Lead

Job Summary

Overseeing the daily operations of a remote team, the full-time Member Services Team Lead will manage 8-15 call center agents, ensuring high-quality member experiences through performance management, coaching, and adherence to operational standards.

Key responsibilities

• Supervise daily activities of Member Services Representatives and monitor call center performance
• Provide real-time coaching and support during escalated member interactions
• Conduct performance reviews and identify training needs to enhance team capabilities

Required qualifications

• Bachelor's degree or equivalent work experience
• Proven experience in call center leadership or supervisory roles
• Strong knowledge of call center metrics, QA processes, and workforce management
• Proficiency in Microsoft Office and call center systems
• Customer service experience required