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Member Services Team Lead - Archimedes at Navitus Health Solutions, LLC

Bridgeton, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

0.0

Posted On

27 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Management, Customer Service, Staff Training, Coaching, Data Analysis, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Performance Metrics, SLA Management, Inbound Calls, Outbound Calls

Industry

Hospitals and Health Care

Description

Company Archimedes Work Schedule Description (e.g. M-F 8am to 5pm) M-F 8 Hour shift range from 7AM to 7PM - Hybrid 3 Days in Office Hiring Manager : Full Name: First Last Karlita Neblett-Quiles 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 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 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 Pay Range USD $0.00 - USD $0.00 /Yr.

Responsibilities

The Team Lead manages call center performance to meet SLAs while handling inbound and outbound calls. They are responsible for training staff, establishing production standards, and reporting on efficiency and customer retention trends.