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Member Services Team Supervisor

2 months ago

Remote, Oregon, United States RxBenefits, Inc. Full time
Job Overview

Position: Team Lead, Member Services

As a pivotal figure in the Member Services division, the Team Lead is tasked with fostering an environment that prioritizes exceptional service delivery to all members contacting RxBenefits. This role emphasizes the cultivation of a performance-oriented culture dedicated to outstanding service experiences.

Key Responsibilities Include:

  • Oversee and manage daily operations within the Call Center, ensuring efficient workflow among telephone operators and agents.
  • Establish and nurture a culture focused on performance excellence.
  • Represent the Member Services Department in meetings when required.
  • Supervise recruitment, training, and ongoing performance management of member services representatives.
  • Support Workforce Management initiatives to optimize staffing and enhance customer experience metrics.
  • Analyze operational reports to identify opportunities for improving call center efficiency.
  • Utilize performance data for monitoring team development and conducting evaluations.
  • Identify training needs and knowledge gaps within the team to enhance service delivery.
  • Manage escalated member complaints and provide necessary guidance to staff.
  • Collaborate with IT to resolve connectivity issues impacting performance.
  • Act as a resource for team members, providing instructions and feedback as needed.
  • Implement motivational strategies to boost team performance.
  • Conduct performance assessments and ensure compliance with quality standards.
  • Ensure team members receive appropriate training and support for optimal job performance.
  • Monitor attendance and manage scheduling for team representatives.
  • Perform additional duties as assigned, including administrative tasks related to equipment and supplies.
  • Anticipate and manage escalated calls when necessary.
  • Maintain communication with management regarding team performance and challenges.
  • Fulfill other related responsibilities as required.

Qualifications:

  • Bachelor's degree or equivalent professional experience.
  • Demonstrated experience in a supervisory role within a call center environment.
  • Strong background in customer service.
  • Excellent verbal and written communication skills.
  • Proficient in MS Office applications.
  • Familiarity with call center technology and relevant software.
  • Knowledge of performance evaluation methodologies.
  • Exceptional organizational and leadership capabilities.
  • Able to thrive in a fast-paced setting with strict deadlines.
  • Fluency in multiple languages is advantageous.

Compensation and Benefits:

The anticipated salary range for this position is $56,800 - $71,000 annually, with final compensation determined by experience and qualifications. This role is eligible for short-term incentives based on individual and business performance.

RxBenefits is dedicated to equitable compensation practices and offers a comprehensive benefits package, including:

  • Remote work flexibility.
  • Comprehensive medical plans with full premium coverage for eligible family members.
  • Dental, vision, and life insurance with no premium costs for employees and their families.
  • 401(k) plan with employer matching after 60 days of employment.
  • Community service opportunities.
  • Generous holiday schedule and paid parental leave.
  • Tuition reimbursement for accredited programs.
  • Support for mental health and wellness through dedicated resources.