The Member Services Team Lead is responsible for the day-to-day supervision and performance management of 8-15 call center agents, ensuring delivery of a high-quality, consistent, and compliant member experience. This role provides real time direction, coaching, and escalation while enforcing schedule adherence, performance standards, and operational expectations. The Team Lead is essentially a people leader or supervisor and is fully accountable for team performance and the end-to-end member experience delivered by their team.
Essential Job Responsibilities Include:
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
Required Skills / Experience:
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
Preferred Skills/Experience:
- Bilingual skills preferred
Based on relevant market data and other factors, the anticipated hiring range for this role is $56 ,800 to $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.
