Call Center Supervisor PBM/PHC
About The Position
The Call Center Supervisor will be responsible for addressing plan-related inquiries and complaints, recommending resolutions, and communicating new plan information and updates to agents. This role supports call center initiatives to improve performance and achieve operational goals, completes administrative tasks, and monitors agent schedules and phone status adherence. The supervisor will conduct regular call quality reviews, provide feedback, hold monthly performance meetings, and implement improvement plans. They will also provide ongoing coaching, training, and feedback to support agent development and engagement, ensuring compliance with client standards, contractual requirements, and documentation processes. Additionally, the supervisor will communicate system issues and collaborate with leadership to resolve operational disruptions.
Requirements
- Prior experience within a high-volume call center highly preferred; 365/24/7 call center experience is a plus.
- Previous experience in leading or coaching within a team setting (work or school); Conceptual understanding of situational leadership.
- Must be available to work varied shifts, including weekends and holidays.
- Professional appearance, demeanor, and communication ability.
- Availability to work varied shifts, including weekends and holidays.
- Solid understanding of Dependability and Accountability.
- Demonstrated business maturity within a diverse work environment.
- High school diploma or equivalent required.
- Strong mentoring and relationship building skills with ability to effectively influence others and navigate interpersonal conflict situations.
- Solid ability to communicate effectively with personnel under your supervision, peer-level employees, and senior leaders across other areas of the organization to collect and provide information, either requested or expected (status reports, call center metric data, employee evaluations, ect..).
- Solid ability to develop, maintain, and deliver product and process training to new and existing call center employees for customer service programs, call quality, regulatory changes, and client-mandated processes.
Nice To Haves
- Previous experience within a Pharmacy or Pharmacy Benefit Manager (PBM) – preferred but not required.
- College or Technical School preferred
Responsibilities
- Address plan-related inquiries and complaints, recommending appropriate resolutions.
- Communicate new plan information and updates to agents in a timely manner.
- Support call center initiatives to improve performance and achieve operational goals.
- Complete administrative tasks accurately and on time.
- Monitor agent schedules and phone status adherence to ensure productivity.
- Conduct regular call quality reviews and provide feedback to agents.
- Hold monthly performance meetings and implement improvement plans as needed.
- Provide ongoing coaching, training, and feedback to support agent development and engagement.
- Ensure compliance with client standards, contractual requirements, and documentation processes.
- Communicate system issues and collaborate with leadership to resolve operational disruptions.
Benefits
- Medical
- Dental
- Vision
- Short-Term/Long-Term Disability Insurance
- Life insurance
- Paid vacation
- Holiday pay
- Employee Wellness Program
- 401 k with a company match
- Employee Assistance Program
- Employee referral program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
