Call Center Team Lead-Ticket Support - SPBM

Call Center Team Lead, Member Services - Archimedes SPBM Location: US‑TN‑Brentwood

ID: 2026‑6006

Company: Archimedes Work Schedule: 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 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 center’s efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data. Ticket Management 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, PowerPoint, and Outlook Ability to develop and interpret standard call center management metrics Location 5250 Virginia Way Ste 300, Brentwood, TN 37027, US 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. #J-18808-Ljbffr Navitus Health Solutions