MembershipServicesTeamLead-Overnight

## RESPONSIBILITIES Manage a team of 10–15 Membership Services Representatives with varying schedules. Identify training and development opportunities and partner with L&T, QS, and Content teams to implement targeted development plans and resources. Conduct regular 1:1s, team meetings, and coaching sessions in line with established standards. Build, develop, and lead a high-performing team that meets or exceeds defined performance goals and KPIs. Engage and develop direct reports by fostering an open, collaborative environment, providing individualized coaching and growth plans, and driving needs-based initiatives through effective communication, feedback, and best-practice sharing. Manage HR-related issues appropriately and in accordance with company guidelines. Conduct regular shadowing sessions with the team to ensure quality, consistency, and efficiency. Review emails and escalated member issues within an acceptable time frame & interact directly with members when necessary. Follow company guidelines while thinking quickly and creatively to offer solutions that meet member needs. Stay on top of all administrative responsibilities, ensuring accurate, timely completion of required workflows, reporting, documentation, and internal updates. Maintain in-depth knowledge of processes and procedures, supporting team questions and providing approvals as needed. Create and maintain a positive, inclusive, and motivating team culture. Leverage AI-driven tools and insights to improve team efficiency, enhance member experience, and support data-informed coaching and decision-making. Support cross-functional and department-wide projects by providing team insights, executing operational tasks, and helping drive successful implementation. ## QUALIFICATIONS Previous Team Leader or Manager experience in a contact centre environment is strongly preferred. Passion for leading, coaching, and developing others. Excellent written and verbal communication skills. Positive attitude and h