OTC Call Center Lead — Coaching & Operations Champion

Solis Health Plans, Inc.; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Solis Health Plans, Inc. is seeking an OTC Call Center Lead to manage the daily operations of a high-volume call center supporting OTC benefits. You will guide agents, handle escalations, and ensure service levels meet targets while collaborating with leadership for efficiency.

The role emphasizes coaching, performance analysis, and SME support for OTC systems, with a focus on customer experience and operational excellence.

Qualifications

• 2–3 years of call center experience; 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.

Responsibilities

• Provide daily guidance, direction, and support to call center agents
• Act as first 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 elevate 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 elevation when appropriate
• Assist in preparing daily, weekly, and monthly operational reports
• Support special projects and departmental initiatives

Skills

Call center operations

Call center metrics

Bilingual English/Spanish

Microsoft Office

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Microsoft Office

Job description

Solis Health Plans, Inc. is seeking an OTC Call Center Lead to manage the daily operations of a high-volume call center supporting OTC benefits. You will guide agents, handle escalations, and ensure service levels meet targets while collaborating with leadership for efficiency.

The role emphasizes coaching, performance analysis, and SME support for OTC systems, with a focus on customer experience and operational excellence.