POSITION SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Leadership & Support

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

Performance Management

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

Training & Development

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

Operational & System Support

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

Administrative Responsibilities

Document performance issues and escalate when appropriate
Assist in preparing daily, weekly, and monthly operational reports
Support special projects and departmental initiatives

QUALIFICATIONS AND EDUCATION

High school diploma or equivalent required; associate or bachelor’s degree preferred
2–3 years of call center experience, with 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)
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Fast-paced call center setting with high call volumes
- May require flexible scheduling, including weekends or extended hours based on business needs
- The noise level in the work environment is usually moderate.
- Fast-paced office environment.
- Highly regulated environment.
- Interacts with patients, family members, staff, visitors, government agencies, etc, under a variety conditions and circumstances.
This work requires the following physical activities: climbing, bending, stooping, kneeling, reaching, sitting, standing, walking, lifting, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed indoors. Sits, stands, bends, lifts, and moves intermittently during working hours. May be sitting for a prolonged period.

The work schedule is approximate, and hours/days may change based on company needs. All full-time employees are required to complete forty (40) hours per week as scheduled, including weekends and holidays as needed. May require some OT during varying seasons of the year.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee must be able to frequently lift up to 10 pounds and occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to stand and walk. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

PERFORMANCE MEASUREMENTS
- Duties accomplished at the end of the day/month.
- Attendance/punctuality.
- Compliance with Company regulations.
- Safety and Security.
- Quality of work.

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