Team Lead, Member Services

RxBenefits, Inc.

Team Lead responsible for supervising 8–15 call center agents ensuring a high-quality member experience. Delivering coaching, performance management, and operational expectations in a remote-first environment.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $56,800 - $71,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Bilingual skills preferred

Benefits

Comp & perks

Website LinkedIn All Job Openings 1001 - 5000 employees Founded 1995 ⚕️ Healthcare Insurance 💳 Fintech 🤝 B2B 💰 Private Equity Round on 2020-12 Healthcare Insurance
Fintech
B2B RxBenefits, Inc. is a company that specializes in providing innovative pharmacy benefits solutions to employers and their employees. They focus on optimizing the management of prescription drug plans to reduce costs and improve health outcomes. Through advanced analytics and personalized member support, RxBenefits aims to transform the pharmacy benefits experience for their clients.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center metricsQA processesworkforce managementperformance managementcoachingconflict resolutionanalytical skillsproblem-solvingMicrosoft Officecall center systems

Soft Skills

communicationcoachingconflict resolutionperformance managementteam developmentmentorshipaccountabilityempathycollaborationadaptability

Certifications

Bachelor’s degree