Member Services Team Lead
Job Summary
Leading a team of Member Service Representatives, the full-time remote Member Services Team Lead will ensure exceptional member experiences by coaching and developing staff, managing daily operations, and maintaining quality standards across all interactions.
Key responsibilities
- Lead, coach, and develop a team of Member Service Representatives, focusing on performance and growth
- Conduct regular call audits and quality evaluations, providing targeted coaching based on trends
- Manage daily operations in real-time, ensuring efficient handling of calls, tickets, and member inquiries
Required qualifications
- 2+ years of experience leading a frontline team in a contact center or customer support environment, preferably in healthcare
- Hands-on experience with call audits, QA, and performance management
- Proficiency in Salesforce, Zendesk, and Talkdesk or similar platforms
- Strong analytical skills with the ability to make data-driven decisions
- Bilingual in Spanish preferred
Complete Job Description
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