Customer Care Team Lead

WellDyne

. Provide real-time floor and operational support to MCCP advocates .

Posted 11/6/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within a contact center environment, with a strong focus on resolving complex member issues and providing operational support. Capable of coaching peers and managing escalations while maintaining high service levels and adherence to MCCP processes.

Highest-signal resume keywords

Customer Service ExperienceComplex Issue ResolutionCoaching and TrainingMCCP Process KnowledgeEscalation Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

MCCP ProcessesIssue ResolutionDocumentationQuality AssuranceOperational Support

Soft Skills

CommunicationLeadershipJudgmentRelationship BuildingProblem Solving

Tools & Technologies

VPNNetwork CableJob AidsOperational Workflows

Industry Keywords

Customer CareContact CenterHealthcarePharmacyPBM

About the role

Key responsibilities & impact

Provide real-time floor and operational support to MCCP advocates
Serve as a primary resource for process questions, complex cases, and issue resolution
Perform and provide guidance on senior or advanced-level advocate responsibilities
Own or coordinate escalated member issues and complaints
Research and assist with complex member inquiries, tickets, account-related issues, and operational work
Coach associates and reinforce quality, documentation, productivity, customer service, and process expectations
Monitor queues and distribute workloads to help maintain service levels
Assist with inbound and outbound calls, tickets, and other operational work as needed
Provide guidance using approved procedures, job aids, and available resources
Partner with Operations, IT, Quality, Training, Client Services, and other support teams
Identify recurring member concerns, operational trends, and process gaps
Support new-hire development, cross-training, nesting, knowledge reinforcement, and process or workflow changes
Build effective working relationships and use sound judgment when handling difficult situations

Requirements

What you’ll need

High School Diploma required
Post High School education or specialized training a plus
One plus years’ experience in a customer service contact center environment required
Demonstrated success in an advanced or senior customer care/member services role preferred
PBM, pharmacy, healthcare, or related industry experience desired
Demonstrated knowledge of MCCP processes, workflows, systems, and escalation procedures preferred
Previous experience supporting complex cases, escalations, peer development, training, or floor support preferred
Consistent quality, productivity, attendance, adherence, and professionalism
Demonstrated mastery of current-level MCCP responsibilities
Successful completion of required MCCP training and applicable cross-training
Demonstrated ability to independently research and resolve complex member issues
Effective handling of escalations and difficult member situations
Ability to provide accurate guidance and support to peers
Strong documentation and follow-up
Demonstrated coaching, communication, and leadership capability
Ability to effectively balance member support with operational responsibilities
Readiness to support changing business needs and priorities
Internet speed minimum: 100 Mbps download / 10 Mbps upload
Cell phone capable of VPN push notifications
Dedicated workspace to reduce background noise
Hard-wired internet connection using a network cable

Benefits

Comp & perks

Remote work arrangement
Internet speed requirement and HR verification via speed test
VPN push notifications supported through cell phone
Dedicated workspace
Hard-wired network connection using a modem/router and 10-foot network cable
Equal opportunity employment