Call Center Team Lead Ticket Support 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. .____. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.____We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $0.00 - USD $0.00 /Yr.

STAR Bonus % (At Risk Maximum)

0.00 - Ineligible

Work Schedule Description (e.g. M-F 8am to 5pm)

Our Core Business Hours / Hybrid 3 Days

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.
• Ticket Management

Qualifications

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

Location : Address

5250 Virginia Way Ste 300

Location : City

Brentwood

Location : State/Province

TN

Location : Postal Code

37027

Location : Country

US