Supervisor, Customer Support

McKesson•Cary, NC

1d•$59,200 - $98,600•Hybrid

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. We are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor will hire employees and assist in training process, monitoring employees progress, and provided ongoing coaching opportunities to cultivate the knowledge and skills to provide excellent service to customers. In addition to this, the call center supervisor needs to understand center data to determine and set call center goals that will maximize the customer experience.

Requirements

Typically requires 3+ years of subject matter experience including exhibiting leadership capabilities.
Associates degree or higher education
Previous management or supervisor experience in a call center is highly preferred
Ability to encourage and promote a collaborative environment with other teams in the organization
Ability to meet personal deadlines and produce important team deliverables
Passionate, hardworking, and well-organized with the ability to prioritize and multitask
Effective communicator and ability to influence change
Entrepreneurial approach to bring new ideas to our service and solutions
Proficiency with technology, software applications, and phone systems
Healthcare experience preferred but not required

Responsibilities

Develop and maintain an organization with a passion for customer service and ongoing quality improvement
Hire, onboard and train call center personnel
Coach call center staff through challenging customer service issues
Monitor and evaluate agent performance, providing learning and coaching opportunities when needed
Work with other supervisors and management team members to support team members and maximize customer satisfaction
Preparing reports and analyzing call center data to assist management as they determine call center goals
Develop monthly, quarterly, and annual call center goals and action plans
Ensuring team members understand and comply with all call center objectives, performance standards, and policies
Performs other responsibilities as requested or assigned by management