Call Center Team Lead: Elevate Service & Metrics

Archimedes; Brentwood (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Archimedes is seeking a Call Center Team Lead to support the Call Center Supervisor in driving performance to meet SLAs and to contribute to both inbound and outbound calls. The role emphasizes front-line call handling and coaching, with a focus on delivering exceptional customer experiences.

The position requires leading and coaching the team, developing procedures for production and quality, and reporting trends and outcomes to improve service levels.

Qualifications

• 3+ years of call center experience.
• 1+ years 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.

Responsibilities

• Assists the Call Center Supervisor in managing performance to meet SLAs and support inbound/outbound calls.
• Front-line call taking to gain understanding of the customer experience and use insights to improve it.
• Assists in training and coaching call center staff to perform their functions efficiently and accurately.
• Establishes 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.

Skills

Call center experience

Healthcare/Pharmacy experience

Team lead/management experience

MS Excel

MS Word

PowerPoint

Outlook

Call center metrics

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Microsoft Outlook

Job description

Archimedes is seeking a Call Center Team Lead to support the Call Center Supervisor in driving performance to meet SLAs and to contribute to both inbound and outbound calls. The role emphasizes front-line call handling and coaching, with a focus on delivering exceptional customer experiences.

The position requires leading and coaching the team, developing procedures for production and quality, and reporting trends and outcomes to improve service levels.