11 December 2017

Membership Care Team Lead USA

Member Care Team Lead

Intelicare Direct is an expanding membership-care call center located in San Diego. We are a leader in providing customer support and business for companies looking to create an external customer service platform. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service.

Full-time only (40 hours per week)

Medical, Dental, Vision, and Voluntary Life (1st day of the month following 30 days of employment)
401k plan with matching 4% contribution (after 6 month of employment)
Company paid LTD, Basic Employee Life Insurance and AD&D
Dog & child friendly environment
Paid Weekly
Job Summary: The Member Services Team Lead (MSTL) will manage and supervise the day to day operations for the Membership Care Representatives. This position will be responsible for coaching and developing assigned teams.

Job Duties & Responsibilities:

  • Conduct quality assurance following the performance guidelines.
  • Coach and mentor employees to succeed with performance guidelines and Quality Assurance scores.
  • Manage and review all aspects of their team’s performance.
  • Must perform a minimum of 2 hours of phone time per week.
  • Handle escalated customer calls, and ensure follow thru to resolution. Report the root cause of the issue to management.
  • Ensure that all team members are in compliance with policies and procedures.
  • Manage change through the development, support, and coordination of new processes and procedures.
  • Send management the daily attendance report (one hour into shift).
  • Host standing team meetings at least three times a week.
  • Responsible for coaching agents on: Dress code, break and schedule adherence, RPC, weekly evaluations, chargebacks and other items that have been directed by management.
  • Responsible for documenting the coaching log each and every time an agent is spoken to.
  • Responsible for reporting issues with website or CRM immediately (IE: website down or server error.)
  • Responsible for quality assurance adherence of at least three per agent and per week.
  • Responsible for at least one live Q&A per agent and per week.
  • Responsible for additional teams in the event another lead is absent.
  • Responsible for editing time card adjustments and to turn them in daily.
  • Other duties and responsibilities as assigned.

  • High school Diploma or equivalent
  • Bachelor’s degree preferred but not required.
  • Minimum of two years of supervisory experience.
  • 3 years working in a call center environment
  • Proficient in MS Office Suite


  • Excellent customer service and phone skills
  • Ability to manage, guide and motivate team members to positively impact team performance
  • Ability to train, motivate and coach staff in order to maintain high customer service standards
  • Analytical and problem-solving skills
  • Strong written and verbal communication skills
  • Effective time management and organization skills
  • Ability to own responsibility (e.g., escalations, follow-up)
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Location: United States