Member Care Team Lead

New

Skills

Coaching Customer Service Data Analysis Leadership Onboarding Performance Management Problem Solving Regulatory Compliance SLA Management Staffing

As the Team Lead for Member Care, you will be responsible for guiding and developing a team dedicated to providing exceptional customer experiences. You will manage daily operations, ensuring that performance metrics are met and continuously improved.

Key Responsibilities
  • Lead and coach the Member Care team to deliver high-quality and consistent customer experiences.
  • Manage daily operations including queue performance, staffing, attendance, and SLA targets.
  • Own and drive team KPIs such as CSAT, QA, productivity, and SLAs through data-driven improvements.
  • Provide ongoing coaching, conduct one-on-one meetings, and implement performance improvement plans.
  • Ensure compliance with internal policies and regulatory requirements.
  • Support hiring, onboarding, and team development in collaboration with cross-functional teams.
Required Skills & Qualifications
  • Proven leadership experience in customer service or care environments.
  • Strong analytical skills and experience with performance metrics.
  • Excellent communication and interpersonal skills.
  • Ability to coach and develop team members effectively.
  • Familiarity with customer support technologies and tools.
  • Understanding of compliance and regulatory requirements.
  • Experience in staffing and performance management.
  • Strong problem-solving abilities.
  • Ability to work collaboratively with cross-functional teams.
  • Adaptability to changing environments and priorities.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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