Team Lead, Member Services

RxBenefits is hiring a full-time Team Lead, Member Services to join its operations in Manchester, Hillsborough County — a hands-on leadership role at the center of delivering exceptional pharmacy benefit experiences to members.

About the Role

As a Member Services Team Lead at RxBenefits, you'll own the day-to-day leadership of a front-line call center team, keeping service quality high and operations running smoothly. You'll be the first point of contact for escalations, the primary coach for agent development, and the person who holds the team accountable to the standards members count on.

What You'll Do

• Directly supervise and support a team of 8–15 member services agents across daily call center operations
• Monitor real-time queue activity and provide immediate guidance to maintain service levels
• Coach agents on call handling, accuracy, compliance, and member communication skills
• Manage escalated member inquiries, resolving issues with professionalism and urgency
• Track and enforce schedule adherence, attendance, and team performance expectations
• Conduct regular one-on-ones, side-by-sides, and performance reviews with direct reports
• Identify trends in call volume, quality, and team performance and report findings to management
• Support onboarding and ongoing training of new team members
• Ensure all team interactions meet compliance and regulatory standards for a pharmacy benefits environment

What We're Looking For

• Prior experience supervising or leading agents in a call center or member services environment
• Strong understanding of call center metrics, workforce management tools, and quality assurance practices
• Demonstrated ability to coach, motivate, and develop front-line staff
• Excellent verbal and written communication skills with a calm, solutions-oriented approach to escalations
• Comfort working in a fast-paced, high-volume inbound environment
• Familiarity with pharmacy benefits, health insurance, or managed care is a plus
• Proficiency with CRM platforms and call center telephony systems
• High school diploma or equivalent required; associate's or bachelor's degree preferred

About RxBenefits

RxBenefits is a pharmacy benefit optimizer that partners with employers and benefits advisors to deliver smarter, more cost-effective pharmacy programs. Headquartered in Birmingham, Alabama, with team members across the country including in Manchester, New Hampshire, RxBenefits combines clinical expertise, technology, and member-centered service to help people get the medications they need at costs they can manage.

How to Apply

If you're a proven call center leader ready to make an impact on member experience in Manchester, Hillsborough County, submit your application through this listing to be considered for the Team Lead, Member Services position at RxBenefits.