Call Center Team Lead, Member Services - Archimedes SPBM

Overview

Call Center Team Lead, Member Services - Archimedes SPBM.

Location:

US-TN-Brentwood. The Call Center Team Lead will assist the Call Center Supervisor in managing the performance of the call center to meet established SLA s in addition to assisting with both inbound and outbound calls. A deep understanding of Archimedes  culture and mission is vital to the success of this position.

• Ensures all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external customers.
• A Key element of this role is front-line call taking, ensuring that a deep understanding is gained of the customer experience. That understanding is used to constantly improve that experience.
• Assists in the training and coaching of call center staff in understanding & completing their primary functions with the highest level of efficiency and accuracy.
• Establishes and executes clear procedures, processes, and standards for production, productivity, quality, and customer-service.
• Reports on trends in the call center s efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.

• 3+ years call center experience preferable
• 1+ years of experience in Healthcare or Pharmacy Services (Excluding Home Healthcare)
• 1+ years of prior Team Lead or management experience in a call center environment
• Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook
• Ability to develop and interpret standard call center management metrics

5250 Virginia Way Ste 300, Brentwood, TN 37027, United States