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Manager, Contact Center - Archimedes
The Manager, Contact Center is responsible for overseeing the daily operations of the contact center, ensuring a high level of customer satisfaction, team performance, and service quality. This role leads a team of supervisors, team leads, and member service representatives, driving performance through effective coaching, workforce planning, process improvement, and customer-centric leadership.
Job Responsibilities:
- Manage contact center operations to ensure consistent delivery of high-quality service to members, pharmacies, and doctor’s offices via phone and email.
- Oversee scheduling to meet service level agreements and business goals.
- Oversee and improve support process and procedures, ensuring timely and accurate responses to member, pharmacy, and doctor’s office inquiries.
- Coach, mentor, and develop team leads and frontline representatives to foster engagement, growth, and performance improvement.
- Oversee performance management including call center metrics, call quality, customer satisfaction.
- Create action plans when performance goals are not met.
- Handle complex or escalated customer issues when necessary, ensuring timely resolution.
- Participate in, adhere to, and support compliance, people and culture, and learning programs.
- Perform other duties as assigned.
Essential Background Requirements:
- Education: Bachelor’s degree or equivalent work experience required.
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Experience:
- 3 years of experience delivering excellent service in a healthcare or pharmaceutical environment (excluding home healthcare) required.
- 4+ years of Call Center experience required.
- Direct people supervision and/or management preferred.
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