Call Center Supervisor PBM

ProCare Rx; Gainesville, Northern (GA, KY); On-site; 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

ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following:

• 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.

QUALIFICATIONS AND REQUIREMENTS

• Prior experience within a high-volume call center highly preferred; 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.
• Previous experience within a Pharmacy or Pharmacy Benefit Manager (PBM) – preferred but not required.

COMMUNICATION

• Strong mentoring and relationship building skills with 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 across other areas of the organization to collect and provide information, either requested or expected (status reports, call center metric data, employee evaluations, ect..)
• Solid ability to develop, maintain, and deliver product and process training to new and existing call center employees for customer service programs, call quality, regulatory changes, and client-mandated processes.

EDUCATION

• College or Technical School preferred
• High school diploma or equivalent required

PHYSICAL DEMANDS

Requires sitting, standing, and occasional light lifting

The Perks of Joining Our Team:

• Comprehensive Health Benefits:Medical, Dental, Vision, Short-Term/Long-Term Disability Insurance, Life insurance.
• Time to Recharge:Paid vacation and holiday pay.
• Focus on Your Wellness:We offer a robust Employee Wellness Program.
• Invest in Your Future:401 k with a company match.
• Support System:Employee Assistance Program provides confidential support and counseling.
• Get Rewarded for Referring Great People:Employee referral program.

ProCare Rx will never ask for a financial commitment from an applicant as part of our recruitment process. All interviews are conducted in-person OR through video conference invitations from official company emails. For inquiries, please contact our recruitment team at [e-mail].

ProCare Rx is an Equal Opportunity Employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.