Pharmaceutical Call Center Supervisor
Job Description
We are seeking a Call Center Supervisor to lead a team supporting healthcare professionals and patients through a healthcare affordability program. This role provides day-to-day leadership, coaching, performance management, and operational oversight while ensuring exceptional customer service and compliance with program and regulatory requirements.
Primary Responsibilities
Lead and develop a team of call center representatives through coaching, mentorship, and performance feedback.
Monitor customer interactions to ensure quality, compliance, and exceptional customer service.
Conduct employee evaluations, coaching sessions, and performance improvement plans.
Serve as the team's subject matter expert and assist with escalated customer inquiries.
Review and approve employee timecards and paid time off requests.
Monitor productivity, attendance, and quality metrics to drive continuous improvement.
Support onboarding, training, and ongoing employee development.
Prepare and analyze performance reports, quality metrics, and staffing trends to support operational goals.
Perform other leadership and operational responsibilities as assigned.
Shift: 9:00 AM to 5:30 PM, Monday through Friday
Required Qualifications
High School Diploma or equivalent.
Minimum of two years of call center experience, including at least one year in a supervisory, team lead, or coaching role.
Strong leadership, communication, organizational, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and call center technology.
Preferred:
Bachelor's degree in Business, Healthcare Administration, or a related field.
Healthcare call center, patient support, quality assurance, or workforce management experience.
Internal Candidate Requirements:
Current employees interested in this position must:
Have successfully completed their introductory/probationary period.
Have no policy violations within the past 12 months.
Have no corrective actions or documented performance coaching within the past 6 months.
Be in good standing with the company.
Final candidate eligibility is subject to management review and business needs.
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