Member Services Team Lead - Archimedes

Responsibilities

• Aids in managing the performance of the call center to meet established Service Level Agreements (SLAs).
• Assists with both inbound and outbound calls.
• Ensures all external and internal customers receive the required level of customer service.
• Serves as a representative of Archimedes to all external customers.
• Front-line call taking, gaining a deep understanding of the customer experience to continuously improve it.
• Trains and coaches call center staff in understanding and completing their primary functions with high efficiency and accuracy.
• Establishes and executes clear procedures, processes, and standards for production, productivity, quality, and customer service.
• Reports on trends in call center efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.

Qualifications

• 3+ years of call center experience preferred.
• 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, PowerPoint, and Outlook.
• Ability to develop and interpret standard call center management metrics.