Supervisor, Customer Care Call Center
About The Position
At Strive Pharmacies, we believe personalized medicine deserves personalized care. We’re looking for a motivated Customer Care Supervisor to lead our patient support team and ensure every interaction reflects our commitment to quality, compassion, and excellence. In this role, you’ll oversee the day-to-day operations of our call center, coach and develop your team, and collaborate with internal departments to enhance service delivery and operational efficiency. You’ll be a key driver in improving patient satisfaction and ensuring compliance with pharmacy standards and Strive’s SOPs.
Requirements
- REQUIRED: Current and active Arizona Pharmacy Technician license
- REQUIRED: Current and active PTCB or CPhT certification
- 2+ years of leadership experience in a call center or healthcare environment
- High school diploma or GED (post-secondary education preferred)
- Proficiency with LieFile, Microsoft Office Suite, and Slack.
- Proficiency with call center systems (e.g., Genesys, HubSpot, or similar)
- Strong communication, leadership, and problem-solving skills
- Clean criminal record (no felonies)
Nice To Haves
- 2+ years of pharmacy or healthcare operations experience
- Demonstrated ability to analyze KPIs and coach teams toward measurable improvement
Responsibilities
- Lead, coach, and develop Customer Care Representatives to consistently meet quality, productivity, and compliance goals.
- Manage daily call center operations to ensure seamless coordination with pharmacy teams.
- Analyze performance metrics to identify trends, optimize processes, and drive team success.
- Collaborate with leadership to design and execute strategies that elevate the patient experience.
- Conduct regular QA reviews and performance check-ins to support continuous improvement.
- Serve as an escalation point for complex patient or provider concerns.
- Partner with Training & Development to support onboarding, refreshers, and process rollouts.
- Model Strive’s values by promoting teamwork, accountability, and service excellence.
Benefits
- Strive Pharmacy provides a comprehensive benefits package that encompasses various perks such as employer paid healthcare coverage available after 30 days of employment, the choice of an FSA/HSA, a voucher for new hire scrubs (if applicable), parental leave, a 401(k) plan with matching contributions, and the benefit of weekends and holidays off.
- FREE COMPOUNDED MEDS to employees and immediate family members.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
501-1,000 employees
