Member Care Team Lead

Description

The Member Care Team Lead plays a crucial role in optimizing the performance of Member Care agents to consistently deliver exceptional customer service. Reporting directly to the Member Care Director, this position encompasses a broad range of responsibilities aimed at enhancing productivity and ensuring outstanding customer care. This role is based in our Houston office and requires regular in-office attendance.

Operational Excellence

• Direct and guide fellow agents in adhering to correct procedures, fostering an environment of continuous improvement.
• Provide assistance to agents when addressing customer concerns, offering valuable insights and advice.
• Monitor the call center board to maintain optimal phone coverage throughout operating hours.
• Perform regular follow-ups with agents to ensure proper call handling and offer support as needed.
• Oversee chat response times and the appropriateness of answers.
• Communicate information between management and the team efficiently using company provided communication tools and systems.
• Handle escalated customer inquiries or complaints, demonstrating effective problem-solving and conflict resolution skills.
• Ensure agents have the necessary tasks, projects, and resources to consistently meet service level agreements (SLAs).

Leadership:

• Encourage agents to take their positions seriously and work hard to build a loyal customer base.
• Cultivate positive environment by actively listening to agent concerns, addressing their needs, and conveying their feedback to management.
• Continuously enhance the work experience for agents by identifying and addressing issues and opportunities.
• Understand agents' challenges and work with them to overcome these by setting attainable goals.

Performance Evaluation:

• Assess group performance in handling calls, emails, and chats, focusing on boosting productivity and customer satisfaction.
• Document observations and insights in written reports for submission to higher management on a weekly basis.
• Ensure agents adhere to effective time management practices and maintain accuracy in the Time Reporting sheet.

Communication:

• Ensure that agents understand the goals set for them and feel their leader understands their ideas.
• Build trust and respect between you and your team.
• Model and promote the company's core values.
• Foster a culture of respect, dignity, and politeness.

Seeking Feedback:

• Recognize that those "in the trenches" often have valuable ideas and perspectives.
• Actively seek input from staff on how to increase productivity and better serve clients.

Qualifications:

• Previous experience in a call center or customer service environment.
• Proven leadership skills with the ability to inspire and motivate teams.
• Exceptional communication skills, both written and verbal.
• Strong organizational abilities with keen attention to detail.
• Proficiency in time management and reporting practices.
• Ability to articulate performance improvement plans.
• Demonstrated commitment to promoting positive team dynamics and company values.

Education & Experience

• High School diploma or GED required.
• Some call center experience, but training is provided.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Note: This job description is intended to provide a general overview of the position and does not encompass every task or responsibility that may arise in the role of a Member Care Lead at Energy Ogre.

Company Benefits

• An array of projects that are exciting, fun to work on, and satisfying to deliver
• A team that will not only values your input but welcomes it
• A quiet work environment with flexible hours

Benefits for you

• Medical and dental benefits.
• 401(k) with 100% match up to 5%.
• Paid time off.
• Friendly work environment.
• On site gym and deli.
• Latest software development tools in the market.

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