Team Lead - Member Success - BPO

Responsibilities:

- Lead the Member Success team in effectively managing tasks and assignments to ensure they are completed efficiently and with the highest quality

- Implement quality control processes to ensure that all member interactions, issue resolutions, and support services consistently meet or exceed established quality standards

- Foster a culture of innovation within the team to identify and implement creative solutions and strategies that enhance the overall member experience

- Collect and provide valuable feedback on member needs, pain points, and suggestions to support product enhancements and improvements

- Monitor team performance, evaluate key performance indicators (KPIs), and provide regular feedback to improve team effectiveness and efficiency

- Oversee member interactions and support channels, ensuring that members receive prompt, effective, and personalized assistance

- Generate and present regular reports on team performance, quality assurance, member feedback, and product enhancement recommendations to the management team

- Collaborate with the management team to develop and execute member success strategies, aligning them with the goal of exceeding member expectations

Skills:

- Strong leadership, coaching, and problem-solving skills

- Innovation-focused mindset with a track record of implementing creative solutions

- Excellent communication, interpersonal, and feedback-sharing abilities

- Proficiency in customer relationship management (CRM) systems

- Passion for ensuring a positive member experience