Manager, Contact Center - Archimedes

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

Overview

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.

Responsibilities

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.
  
  

Qualifications

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.
    

Location : Address

5250 Virginia Way Ste 300

Location : City

Brentwood

Location : State/Province

TN

Location : Postal Code

37027

Location : Country

US