The Member Experience Team Lead provides day-to-day leadership and operational support to call center representatives, ensuring efficient workflows and exceptional service to members and providers. This role serves as a subject matter expert, assists with escalated issues, monitors performance, coaches agents, and delivers training to drive quality and compliance. The Team Lead plays a key role in fostering a positive team culture and achieving departmental service goals. Must be ability to work a standard 8-hour shift, both onsite and in a remote capacity between the hours 7am to 7pm CT. The Member Experience Team Lead will report to the Member Experience Manager.