Call Center Team Lead, Member Services

Role Overview

• Assists the Call Center Supervisor in managing the performance of the call center
• Ensures all external and internal customers receive the level of customer service required by Archimedes
• Assists in the training and coaching of call center staff
• 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

Requirements

• 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