Lead, Member Engagement Specialist - Remote

Overview

The Member Engagement Team Lead is responsible for the day-to-day coaching and performance feedback of assigned team members and supporting the work assigned to the team(s). This position works closely with other leaders to ensure departmental and corporate goals and objectives are met.

In Short

• Mentor and lead the team on best practices and identify training opportunities
• Offer ongoing leadership and training to the Member Engagement Services (MES) team
• Handle escalated calls ensuring all requests are identified, tracked, and resolved
• Support and promote quality assurance functions, including monitoring scorecards and participating in calibrations
• Assist with training and mentoring of new and current associates on policies, procedures, and systems
• Provide feedback to management on team and individual accomplishments, areas of concern, progress, and training needs
• Partner with Contact Center leadership and internal stakeholders to standardize workflows and establish and improve processes, policies, and procedures to promote efficiency in quality and productivity goals
• Ensure all inbound calls are answered and outbound call goals are achieved as outlined in policy/service level agreements
• May monitor documentation of accounts, recorded calls, and in-coming/out-going paperwork
• Generate and compile various reports related to contact center and agent performance
• Go-to person for associate questions and concerns and address them in a timely and professional manner; obtaining support from management as needed

Requirements

• A high school diploma
• At least 3 years of experience in an inbound/outbound call center
• Must be available to work a varying schedule on a rotating basis
• Prior experience as a SME or Lead preferred

Benefits

• Opportunity for professional growth and development
• Supportive team environment
• Flexible work arrangements
• Comprehensive training programs
• Access to performance metrics and feedback