Call Center Supervisor Jobs

About The Position

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.