Team Lead, Member Services
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Job Description
Team Lead responsible for supervising 8–15 call center agents ensuring a high-quality member experience. Delivering coaching, performance management, and operational expectations in a remote-first environment.
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
- Working 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
- Conduct QA call monitoring and provide coaching and feedback
- Hold agents accountable for performance metrics, call quality, and procedural compliance
- Conduct one-on-ones, 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
- Partner with Workforce Management while maintaining direct accountability for team adherence and coverage
- 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
Requirements:
- 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
- Ability 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
- Bilingual skills preferred
Benefits:
- 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
- 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
- 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
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