Call Center Team Lead, Member Services - Archimedes SPBM

Company

Archimedes

About Us

Archimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit alignment, value and transparency Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost.

Overview

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.

Responsibilities

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.

Qualifications

Education, Experience, Skills :

Location : Address

5250 Virginia Way Ste 300

Location : City

Brentwood

Location : State / Province

TN

Location : Postal Code

37027

Location : Country

US