Supervisor, Member Services - Archimedes

Archimedes is a rapidly growing leader in the specialty drug benefit management space. We are looking for a Member Services Supervisor in our Brentwood, TN office. The Member Services Supervisor is responsible for the overall performance of the call center. They will make decisions regarding people, processes, technology, and customer service. This person is jointly responsible for the success of the call center team with the Sr. Director - PBM Operations. 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.
• Administers weekly call center schedules to ensure the call center staff is performing at their highest efficiency on all shifts to meet demand.
• Trains the 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. Sets and meets performance targets for speed, efficiency, and quality. Communicates job expectations and enforces policies and procedures throughout the call center.
• Reports on trends on the call centers efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.
• The Member Services Supervisor has constant communication with customers regarding positive or negative experiences. They also ensure that our customers are receiving all necessary communication from customer service representatives regarding appointments.
• The Member Services Supervisor has an indirect responsibility for the fiscal stability of the Facility Services Group. It is important they understand the sales process and are responsible for the customer service representatives continuously closing on booked service appointment and memberships.
• Other duties as assigned
• This is an in office position.

Education, Experience, Skills:
* 3+ years call center experience preferable
* 3+ years supervisory 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