Customer Service Supervisor

ProCare Rx; Gainesville (GA); On-site; USD 18,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Paid vacation

Wellness program

401(k) with match

Employee Assistance Program

Referral program

Job summary

ProCare Rx in Gainesville, GA, is seeking a call center supervisor to manage frontline agents, address plan inquiries, and drive quality and performance. On-site position with Sunday–Saturday schedule and occasional holiday shifts.

You will coach agents, monitor metrics, conduct monthly performance reviews, provide training, and ensure compliance with client standards. PBM/pharmacy experience is a plus; high-volume call center background preferred.

Qualifications

• Experience in a high-volume call center is preferred.
• Experience in coaching or leading a team.
• Ability to work varied shifts, including weekends and holidays.
• Professional appearance and communication.
• Strong dependability and accountability.
• Business maturity in a diverse environment.
• Pharmacy or PBM experience is a plus.

Responsibilities

• Address plan-related inquiries and complaints and resolve them.
• Communicate plan information and updates to agents promptly.
• Support call center initiatives to boost performance and meet goals.
• Complete administrative tasks accurately and on time.
• Monitor schedules and phone status to ensure productivity.
• Conduct call quality reviews and provide feedback.
• Hold monthly performance meetings and implement improvements.
• Provide ongoing coaching, training, and development support.
• Ensure compliance with client standards and documentation processes.
• Communicate system issues and work with leadership to resolve disruptions.

Job description

Location: Gainesville, GA (On-Site)

Pay Rate: Up to $21.75 / hour

Schedule: Sunday through Saturday, with Tuesdays and Saturdays as off days. Must have flexibility to work on assigned holiday shifts.

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:

We believe in taking care of our team. You'll enjoy a comprehensive benefits package designed to support your well‑being and financial future:

• 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 is an Equal Opportunity Employer.