Member Services Manager jobs in Tennessee

Summary

Archimedes is seeking a Manager - Member Services, responsible for providing strategic leadership and operational management for the call center department. This role requires a seasoned professional with extensive experience in call center operations, people management, and a proven track record of driving performance excellence. The Manager - Member Services will play a critical role in achieving business objectives by optimizing processes, enhancing customer satisfaction, and ensuring the effective utilization of resources. This is an in-office position in either our Brentwood TN or Earth City, MO offices.

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.
• An important element of this role is front-line call taking from time to time, to ensure 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.

Education, Experience, Skills:

• Five years supervisory or management experience in a call center environment
• Proven leadership ability to promote a positive and productive culture.
• Proven advanced knowledge of Microsoft Excel, Word, Power Point, and Outlook

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Relocate:

• Brentwood, TN 37027: Relocate before starting work (Required)

Work Location: In person