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.

• 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.