Call Center Team Lead, Member Services - Archimedes SPBM

Essential Duties and Responsibilities

• 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 on the call centers efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.

Education, Experience, Skills

• 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