Ultimate Staffing is seeking a Call Center Team Lead for a client in Brentwood, TN. This is a temp to hire opportunity.

*There are also non team lead positions available for a pay range of $19-22 an hour based on experience.*

Call Center Team Lead - Specialty Drug Benefit Support

$21-24 / hr based on experience

Onsite M-F 8-5 PM

Overview

This role supports a high-performing call center team focused on specialty drug benefit services. The Call Center Team Lead works closely with leadership to ensure performance standards and service level agreements (SLAs) are consistently met, while also actively participating in both inbound and outbound customer interactions. Success in this role requires a deep understanding of the organization's mission and a commitment to continuous improvement in the customer experience.

Responsibilities

Key duties include, but are not limited to:

Provide high-quality service to internal and external customers, serving as a frontline representative for all customer inquiries.

Actively handle customer calls to maintain a direct understanding of customer needs and pain points, using insights to drive process enhancements.

Develop and implement clear procedures and standards for productivity, quality, and customer service.

Monitor and report on call center performance trends, including efficiency metrics and customer satisfaction, through data collection and analysis.

Assist in onboarding, training, and coaching call center staff to ensure accuracy, efficiency, and service excellence.

Develop and implement clear procedures and standards for productivity, quality, and customer service.

Monitor and report on call center performance trends, including efficiency metrics and customer satisfaction, through data collection and analysis.

Qualifications

3+ years of experience in a call center environment preferred

1+ years of experience in healthcare or pharmacy services (excluding home healthcare)

1+ years of team lead or supervisory experience in a call center setting

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Strong understanding of call center performance metrics and ability to analyze and report on key indicators

Work Schedule

Standard business hours, Monday through Friday.

Onsite

Background and Drug Test Required

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.