Call Center Supervisor PBM

ProCare Rx • Gainesville, GA

1d • Onsite

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. Additionally, they will provide ongoing coaching, training, and feedback to support agent development and engagement, ensure compliance with client standards and contractual requirements, and communicate system issues to leadership for resolution.

Requirements

• Prior experience within a high-volume call center highly preferred; 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