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**Team Lead, Member Services** Exempt/Non-Exempt: Exempt

Member Services Team Leads are responsible for ensuring we deliver superior service to all members who contact RxBenefits by creating and supporting a performance-based culture that is focused on service. The Team Lead supervises hiring, ensuring effective training, ongoing monitoring and development of representatives, evaluations, and any disciplinary actions of member services representatives with a constant focus on developing a highly engaged, performance-driven team, rooted in the superior service experience of every caller.

_Essential Job Responsibilities Include:_

+ Supervise, plan, and manage functions related to Call Center work area. Oversee and direct the day-to-day activities of telephone operators and call center agents

+ Build and maintain a performance-driven culture

+ Attend meetings in place of Manager to represent Member Services Department as needed

+ Supervise hiring, ensure effective training, maintain ongoing monitoring and QA, performance evaluations and any disciplinary actions of member services representatives

+ Support Workforce Management (WFM) activities to fully leverage staffing to maximize Customer Experience and all related service level metrics and KPIs – including regular observation of real-time dashboards to identify and resolve any call-center or MSR-level performance issues

+ Review, analyze, and apply all regular reports provided from Operations to determine any actions required to maximize call center and MSR efficiencies and successes

+ Utilize reports from Operation analysts to conduct performance monitoring, career path progress, monthly one-on-ones, and yearly performance evaluation of all team members to improve efficiency

+ Identify and aggregate any knowledge and performance gaps within the team to be included in training functions & knowledge base resources

+ De-escalate and resolve supervisory level member escalations (3rd level) and complaints and provide guidance and feedback to staff as needed

+ Investigate and provide feedback on issues assigned by Manager or Account Management team

+ Communicate with IT Department to assist in resolving Rep connectivity issues that can affect performance related to availability, phone coverage, and department performance guarantees

+ Act as a source of information and answer operator/agents questions, assign tasks, follow up and give instructions as necessary to ensure proper guidance and feedback

+ Develop and perform ongoing reinforcement to keep staff motivated and optimize performance

+ Carry out supervision, coaching, call monitoring, training, reviewing, and disciplining of all operators/agents

+ Attend to, monitor, and resolve customer complaints

+ Carry out performance monitoring, measurement, and evaluation of all operators/agents to improve efficiency

+ Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job

+ Perform supervision of timekeeping, QA call monitoring, and corrective/ disciplinary action for all representatives on team

+ Comply and maintain lists of key and on-call schedules & personnel, and ensure all lists are available to operators for use as required

+ Prepare and direct scheduling, monitor operators’ attendance, schedule shifts & breaks as necessary

+ Perform other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc.

+ Anticipate escalation and take over calls when needed

+ Ensure adherence to policies for attendance, established procedures, etc.

+ Keep management informed on issues and problems

+ Perform other related duties incidental to the work described herein

+ All other duties as assigned

_Required Skills / Experience:_

+ Bachelor's degree Education or equivalent work experience

+ Proven experience as call center supervisor or similar leadership position

+ Experience in customer service is essential

+ Exceptional Verbal & written Communication skills

+ Working knowledge of MS Office

+ Knowledge of telephone equipment and relevant computer programs

+ Knowledge of performance evaluation procedures

+ Outstanding communication and negotiation abilities

+ A results-oriented approach

+ Excellent organizational and leadership skills

+ Ability to work in a fast-paced environment with targeted deadlines

+ Proficiency in multiple languages is preferred

_Based on relevant market data and other factors, the anticipated hiring range for this role is $56,800 - $71,000_ _annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals._

_We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization._

_RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:_

+ _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_

RxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.