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RxBenefits, Inc. · 21 hours ago

Team Lead, Member Services

United States

Full-time

Remote

Mid, Senior Level

$57K/yr - $71K/yr

RxBenefits, Inc. is focused on delivering superior service to all members. The Team Lead, Member Services is responsible for supervising the Member Services team, ensuring effective training and performance management, and maintaining a performance-driven culture to enhance customer experience.

FitnessHealth Care

Hiring Manager

Haley Vines, aPHR

Responsibilities

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

Qualification

Call center supervisionCustomer service experiencePerformance evaluation proceduresMS Office proficiencyExceptional communication skillsMultilingual proficiencyLeadership skillsOrganizational skillsNegotiation abilitiesFast-paced environment adaptability

Required

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

Preferred

Proficiency in multiple languages is preferred

Benefits

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