Team Lead, Member Services

RxBenefits is seeking a Team Lead, Member Services to join our Druid, Baltimore location. This is a full-time position leading and developing a call center team dedicated to delivering exceptional member experiences in the benefits industry.

About the Role

As Team Lead, Member Services, you'll oversee daily team operations while building a culture of quality, compliance, and member satisfaction. Leading a team of 8-15 call center agents, you'll balance performance management with coaching and development, ensuring every interaction meets our standards for professionalism and accuracy.

Day-to-Day Responsibilities

• Supervise and manage the performance of 8-15 call center agents
• Provide real-time coaching, guidance, and escalation support to your team
• Monitor and enforce schedule adherence, call quality standards, and operational expectations
• Conduct performance reviews and identify development opportunities for team members
• Maintain compliance with member services protocols and company policies
• Track team metrics and contribute to operational reporting

Who We're Looking For

• Proven supervisory experience in a call center or customer service environment
• Strong communication and interpersonal skills with the ability to coach and motivate
• Knowledge of call center operations, quality standards, and member service best practices
• Proficiency with workforce management and call center systems
• Ability to manage competing priorities and handle escalations calmly
• Detail-oriented with a commitment to accuracy and compliance

More About RxBenefits

RxBenefits is a member-focused organization serving the benefits industry. We're committed to creating a supportive environment where our team members can succeed and grow while delivering outstanding service to our members.

Applying for This Role

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.