Lab Visit Support Lead

Responsibilities

• Lead day-to-day operations for a Lab Visit Support team of approximately 10 Member Support Agents.
• Manage, coach, and develop Member Support Agents and Senior Member Support Agents, including performance management, feedback, accountability, and growth.
• Monitor productivity, quality, adherence, staffing, and other key performance indicators; address performance gaps.
• Manage real-time staffing, schedules, coverage, overtime, time off, and workload allocation based on member demand.
• Resolve complex and high-priority member and operational escalations, including lab order corrections, scheduling changes, cancellations, preparation questions, and system outages.
• Partner with Senior Member Support Agents to maintain quality standards, address critical errors, and support onboarding and training.
• Identify workflow inefficiencies, documentation gaps, and tooling opportunities; own daily improvements and partner with the LVS Manager on broader initiatives.
• Collaborate cross-functionally across Member Experience and Operations to investigate issues and improve workflows.
• Provide frontline performance, staffing, quality, and member-experience insights to the LVS Manager.
• Lead team touchpoints and foster communication, collaboration, accountability, and connection to the company mission.
• Work Monday through Friday, including Mondays as a critical coverage day, on either a 6:00 a.m.–3:00 p.m. ET or 11:00 a.m.–8:00 p.m. ET schedule.
• Participate in periodic weekend and holiday on-call coverage on a rotating schedule.

Requirements

• Proven experience managing, coaching, and developing frontline teams, including end-to-end performance management and accountability.
• Strong real-time operational judgment in high-volume environments.
• Ability to prioritize quickly, make staffing and workflow decisions, and solve problems effectively.
• Action-oriented and accountable, with the ability to manage competing priorities while maintaining high standards for quality and member experience.
• Strong coaching skills, including delivering clear, constructive feedback in the moment and during structured performance conversations.
• Excellent written, verbal, communication, and interpersonal skills.
• Ability to build trust across frontline teams, senior team members, and leadership.
• Strong attention to detail and operational awareness.
• Ability to identify issues early, exercise independent judgment, and drive resolution.
• Ability to consistently represent the company’s brand voice.