Hybrid Customer Support Team Lead

McKesson; Cary (NC); Hybrid; USD 59,000 - 99,000; Full time

Job summary

McKesson is seeking a dedicated Call Center Supervisor to coach and motivate representatives handling client calls. You will hire, train, and guide staff, monitor performance, and use center data to set and achieve customer-focused goals.

The role demands leadership, collaboration across teams, and strong communication to ensure top-quality service in a hybrid work environment in Cary, NC.

Qualifications

• Previous management or supervisor experience in a call center is highly preferred.
• Ability to encourage and promote a collaborative environment with other teams in the organization
• Ability to meet personal deadlines and produce important team deliverables
• Passionate, hardworking, and well-organized with the ability to prioritize and multitask
• Effective communicator and ability to influence change
• Entrepreneurial approach to bring new ideas to our service and solutions
• Proficiency with technology, software applications, and phone systems
• Healthcare experience preferred but not required

Responsibilities

• Develop and coach call center staff to deliver excellent customer service.
• Hire, onboard and train call center personnel.
• Monitor and evaluate agent performance with coaching opportunities.
• Analyze call center data to help set goals and improve performance.
• Collaborate with supervisors and management to maximize customer satisfaction.
• Prepare reports and contribute to monthly/quarterly/annual goal setting.
• Ensure adherence to call center objectives, standards, and policies.
• Perform other duties as assigned by management

Skills

leadership

call center

coaching

data analysis

communication

team collaboration

multitask

Education

Associates degree or higher

Job description

McKesson is seeking a dedicated Call Center Supervisor to coach and motivate representatives handling client calls. You will hire, train, and guide staff, monitor performance, and use center data to set and achieve customer-focused goals.

The role demands leadership, collaboration across teams, and strong communication to ensure top-quality service in a hybrid work environment in Cary, NC.