New Member Services Lead

Team Leadership and Development:

• Lead, coach, and develop a team of Member Service Representatives, owning their day-to-day performance, productivity, and growth.
• Hold consistent weekly 1:1s with documented coaching, clear goals, and follow-through on prior feedback.
• Onboard and ramp new Representatives, partnering with training to close knowledge gaps quickly.

Quality and Member Experience Standards:

• Complete regular call audits and QA evaluations for every team member with written feedback tied to specific moments in the call.
• Participate in calibration sessions with peer Leads, vendor partners, and Member Services leadership to ensure consistent scoring.
• Turn QA trends into targeted coaching, refreshed talk tracks, and training recommendations.

Daily Operations and Service Delivery:

• Manage the floor in real time, monitoring queue health, wait times, and availability, and redeploying the team across channels as demand shifts.
• Serve as the first escalation point for members and Representatives, resolving issues quickly and routing accordingly.
• Ensure coverage across Contact Center operating hours, including weekend rotation and planned time off.