Call Center Team Lead, Member Services - Archimedes SPBM

Archimedes; Brentwood (TN); Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Call center experience

Healthcare/Pharmacy experience

Team lead/management experience

MS Excel

MS Word

PowerPoint

Outlook

Call center metrics

Herramientas

Microsoft Excel

Microsoft Word

PowerPoint

Microsoft Outlook

Descripción del empleo

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.

Essential Duties and Responsibilities (include but are not limited to)

• 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