OTC Call Center Lead
Solis Health Plans• Doral, FL, US, FL
•$0 - $20•Onsite
About The Position
The OTC Call Center Lead is responsible for overseeing the daily operations of a high-volume call center team supporting over-the-counter (OTC) benefits. This role ensures that agents handle inbound and outbound calls efficiently, provide accurate information regarding product orders, eligibility, and benefits, and deliver excellent customer experience. The Lead serves as a key point of contact for escalations, supports agent development, monitors performance metrics, and collaborates closely with leadership to maintain service levels and operational efficiency.
Requirements
- High school diploma or equivalent required
- 2–3 years of call center experience
- At least 1 year in a leadership or senior agent role preferred
- Strong knowledge of call center operations, metrics, and customer service best practices
- Experience with OTC benefits or healthcare-related services is a plus
- Proficiency in call center systems and Microsoft Office applications
- Bilingual (English/Spanish)
Nice To Haves
- associate or bachelor’s degree preferred
Responsibilities
- Provide daily guidance, direction, and support to call center agents
- Act as the first point of contact for escalated customer concerns and ensure timely resolution
- Assist with workforce scheduling and coverage planning
- Foster a positive, collaborative, and high-performing team environment
- Monitor and evaluate agent performance, including call quality, productivity, and adherence
- Conduct call audits and provide coaching and feedback
- Track key performance indicators (KPIs) such as service levels, response times, and customer satisfaction
- Support leadership with reporting and performance analysis
- Assist in onboarding and training new hires
- Provide ongoing coaching and development to improve individual and team performance
- Communicate updates on policies, procedures, and systems
- Share best practices to enhance service delivery
- Serve as a subject matter expert for OTC systems and call center tools
- Troubleshoot system or process issues and escalate as needed
- Partner with IT and management to resolve system gaps or inefficiencies
- Ensure agents are trained on new tools and system updates
- Document performance issues and escalate when appropriate
- Assist in preparing daily, weekly, and monthly operational reports
- Support special projects and departmental initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
