On-Site Customer Service Team Lead: Growth & Coaching

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

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.