Call Center Supervisor PBM/PHC

ProCare Rx Career • Gainesville, GA

1d • Onsite

About The Position

The Call Center Supervisor will oversee a team in a high-volume call center environment, focusing on PBM/PHC operations. This role involves addressing plan-related inquiries, coaching agents, ensuring operational efficiency, and maintaining compliance with client standards. The supervisor will be responsible for agent development, performance management, and collaborating with leadership to resolve issues.

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.

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 and holiday pay.
• Employee Wellness Program.
• 401 k with a company match.
• Employee Assistance Program.
• Employee referral program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED