Customer Care Team Lead — Call Center Coaching

ProCare Rx; United States; On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

ProCare Rx is seeking a proactive supervisor to lead a high-volume call center team in the United States. The role focuses on coaching, performance management, and ensuring service quality while maintaining compliance with client standards.

The ideal candidate will have strong communication skills, experience guiding teams, and flexibility to work varied shifts including weekends and holidays. Pharmacy PBM experience is a plus but not required.

Qualifications

• Experience in high-volume call centers, 24/7 is a plus.
• Experience leading or coaching teams; understands situational leadership.
• Available for varied shifts, including weekends and holidays.
• Professional appearance and strong communication abilities.
• Demonstrates dependability and accountability.
• Pharmacy or PBM experience is preferred but not required.

Responsibilities

• Address plan-related inquiries and complaints and resolve them.
• Communicate new plan information to agents promptly.
• Support call center initiatives to improve performance.
• Complete administrative tasks accurately and on time.
• Monitor schedules and phone status adherence to ensure productivity.
• Conduct regular call quality reviews and provide feedback.

Skills

Mentoring

Leadership

Communication

Coaching

Call center

Performance reviews

Conflict resolution

Education

High school diploma

College/Technical School

Job description

ProCare Rx is seeking a proactive supervisor to lead a high-volume call center team in the United States. The role focuses on coaching, performance management, and ensuring service quality while maintaining compliance with client standards.

The ideal candidate will have strong communication skills, experience guiding teams, and flexibility to work varied shifts including weekends and holidays. Pharmacy PBM experience is a plus but not required.