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Team Lead, Member Services

4 months ago

Birmingham, United States RxBenefits, Inc. Full time
Team Lead, Member Services

RxBenefits is hiring We are adding resources to the Member Services team. 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. Incumbent provides available information upon request and escalates issues as appropriate. 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.

Job Responsibilities Include:
  • Supervises, plans, and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of telephone operators and call center agents.
  • Building and maintaining a performance-driven culture
  • Attend meetings in place of Manager to represent Member Services Dept. as needed.
  • Supervises hiring, ensuring effective training, in 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.
  • Utilizes reports from Operation analysts to conduct performance monitoring, career path progress, monthly One-on-One's, 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.
  • Investigates and provides 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.
  • Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary to ensure proper guidance and feedback.
  • Develops and performs ongoing reinforcement to keep staff motivated and optimize performance.
  • Carries out supervision, coaching, call monitoring, training, reviewing, and disciplining of all operators/agents.
  • Attends to, monitors & resolves customer complaints.
  • Carries 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 reps on team.
  • Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
  • Prepares and directs scheduling, monitors operators' attendance, schedules shifts & breaks as necessary.
  • Performs 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.

Required Skills/Experience Include:
  • 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 Skills/Experience Include:
  • Proficiency in multiple languages