Job Details

Lead, Member Services Team

As the Lead for our Member Services Team, you will play a crucial role in delivering exceptional service to our members at RxBenefits. We are looking for a passionate individual to foster a performance-oriented culture that prioritizes service excellence. In this position, you will supervise hiring, training, and ongoing performance development for team members, ensuring a highly engaged and effective team committed to providing a superior service experience with every interaction.

Key Responsibilities Include:

• Oversee daily operations of the Call Center, directing the activities of telephone operators and call center agents.

• Foster a culture focused on performance and service excellence.

• Represent the Member Services Department in meetings as needed.

• Manage hiring and training processes, ensure effective monitoring and quality assurance, conduct performance evaluations, and handle any disciplinary actions for representatives.

• Support Workforce Management (WFM) to optimize staffing and maximize customer experience, monitoring real-time performance metrics.

• Analyze operational reports to identify opportunities for improving call center efficiency and effectiveness.

• Utilize performance data for regular evaluations and career development discussions with team members.

• Identify knowledge and performance gaps; develop training materials and resources to address these gaps.

• Effectively manage escalated member issues and provide team guidance as required.

• Collaborate with IT to resolve technical issues impacting representative performance.

• Serve as a resource for team inquiries and provide necessary task assignments and feedback.

• Implement motivational strategies to enhance team performance.

• Conduct coaching, call monitoring, and performance reviews for agents.

• Address customer complaints promptly and effectively.

• Monitor attendance and ensure team compliance with schedules.

• Ensure all team members receive the appropriate training and ongoing support.

• Manage timekeeping and quality assurance processes for the team.

• Keep management informed on operational issues and challenges.

• Perform other relevant duties as assigned.

Required Skills / Experience:

• Bachelor's degree or equivalent work experience.

• Proven experience in a call center supervisory or leadership role.

• Strong customer service background.

• Exceptional verbal and written communication skills.

• Proficient in MS Office and familiar with call center technology.

• Knowledge of performance evaluation procedures.

• Strong negotiation and organizational skills.

• A results-driven mindset with the ability to thrive in a fast-paced environment.

• Proficiency in multiple languages is a plus.

Compensation: The anticipated hiring range for this role is $56,800 - $71,000 annually. Final compensation will be based on experience, skills, and internal equity considerations. This position is eligible for short-term incentives that vary based on individual and organizational goals.

Benefits: At RxBenefits, we pride ourselves on offering a comprehensive benefits package that includes a remote-first work environment, full coverage for medical premiums, dental and vision insurance, 401(k) with an employer match, generous paid time off including holidays and a floating holiday, community service opportunities, tuition reimbursement, and more.

We encourage diverse candidates to apply and are committed to equitable hiring practices.