Call Center Supervisor PBM
$41,600–$41,600 year
On-siteGainesville, Georgia, United States
Job Summary
Address plan-related inquiries and complaints while communicating new plan information and updates to agents. Support call center initiatives to improve performance, monitor agent schedules and phone status adherence, and conduct regular call quality reviews with feedback. Complete administrative tasks accurately and hold monthly performance meetings to implement improvement plans. Provide ongoing coaching, training, and feedback to support agent development, ensuring compliance with client standards and contractual requirements. Collaborate with leadership to resolve operational disruptions and communicate system issues. Available for varied shifts including weekends and holidays.
Required Qualifications
- High school diploma or equivalent
- Must be available to work varied shifts, including weekends and holidays
- Requires sitting, standing, and occasional light lifting
Desired Qualifications
- Prior experience within a high-volume call center
- 24/7 call center experience
- Previous experience in leading or coaching within a team setting
- Conceptual understanding of situational leadership
- Professional appearance, demeanor, and communication ability
- Solid understanding of Dependability and Accountability
- Demonstrated business maturity within a diverse work environment
- Previous experience within a Pharmacy or Pharmacy Benefit Manager (PBM)
- College or Technical School
- Strong mentoring and relationship building skills
- Ability to effectively influence others and navigate interpersonal conflict situations
- Solid ability to communicate effectively with personnel under your supervision, peer-level employees, and senior leaders
- Solid ability to develop, maintain, and deliver product and process training to new and existing call center employees
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