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Member Support Lead

New

Skills

Call Center Operations Coaching Customer Support Feedback Mechanisms Healthcare Knowledge Onboarding Performance Management Process Improvement Quality Assurance Team Leadership

The Member Support Representative Lead is responsible for overseeing a team of Member Support Representatives in a remote environment. This role focuses on providing coaching, feedback, and performance reviews while ensuring high-quality support for members. The Lead will foster a collaborative culture and set clear performance expectations, working closely with cross-functional teams to resolve issues efficiently.

Key Responsibilities
  • Lead a team of Member Support Representatives, providing coaching and performance reviews.
  • Conduct onboarding and ongoing training, including live call shadowing.
  • Monitor team performance against key metrics and address performance gaps.
  • Ensure adherence to service level expectations and staffing coverage.
  • Serve as the first point of escalation for complex member issues.
  • Identify process improvements to enhance efficiency and reduce escalations.
Requirements & Qualifications
  • Prior experience in people management or team lead roles.
  • Experience in a high-volume case management or support environment.
  • Familiarity with call center and ticketing platforms, preferably Zendesk.
  • Strong communication skills with internal stakeholders.
  • Reliable high-speed internet and a private workspace.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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