Call Center Supervisor & Coach — Quality & Growth

ProCare Rx; Gainesville, Northern (GA, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive Health Benefits

Paid vacation and holiday pay

Employee Wellness Program

401 k with company match

Employee Assistance Program

Employee referral program

Job summary

ProCare Rx in Georgia is seeking an experienced call center supervisor to lead and mentor a team responsible for handling plan inquiries and ensuring high service levels. The role requires coaching, training, and ongoing performance feedback to agents while maintaining compliance with client standards.

Responsibilities include monitoring schedules, evaluating call quality, and driving continuous improvement initiatives.

Qualifications

• Experience leading or coaching within a team.
• Availability to work varied shifts, including weekends/holidays.
• Professional appearance and communication abilities.
• Pharmacy or PBM experience is a plus.

Responsibilities

• Address plan-related inquiries and complaints with recommended resolutions.
• Communicate new plan information and updates to agents promptly.
• Support call center initiatives to improve performance and meet goals.
• Complete administrative tasks accurately and on time.
• Monitor agent schedules and phone status adherence to boost productivity.
• Conduct regular call quality reviews and provide feedback.
• Hold monthly performance meetings and implement improvement plans.
• Provide ongoing coaching, training, and feedback to agents.
• Ensure compliance with client standards and documentation processes.
• Report system issues and collaborate with leadership to resolve disruptions.

Skills

Team leadership

Coaching & mentoring

Effective communication

Performance improvement

Education

College or Technical School preferred

High school diploma or equivalent required

Job description

ProCare Rx in Georgia is seeking an experienced call center supervisor to lead and mentor a team responsible for handling plan inquiries and ensuring high service levels. The role requires coaching, training, and ongoing performance feedback to agents while maintaining compliance with client standards.

Responsibilities include monitoring schedules, evaluating call quality, and driving continuous improvement initiatives.