Operations Leader: CRM & Call Center Excellence

JobRx, Inc.; Franklin (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

TruDataRx, Inc. is seeking an Operations Manager to lead the Pharmacy Support Specialist team and drive efficient call center operations. You will manage staffing, coaching, and performance while owning the CRM platform to streamline workflows and improve both customer and employee experiences.

The ideal candidate has 5+ years in call center leadership, strong analytics, and a track record of process improvements and technology adoption in a healthcare operations environment.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years leading customer service or call center operations.
• 3+ years managing leaders (supervisors or team leads).
• Experience leading high-volume teams with measurable SLAs.
• Experience implementing or optimizing CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
• Strong analytical skills with metrics and reporting experience.
• Proven ability to drive process improvement and technology adoption.

Responsibilities

• Lead day-to-day operations of the Pharmacy Support Specialist team.
• Develop and manage Supervisors and frontline staff.
• Oversee onboarding, coaching, and performance management.
• Ensure staffing and SLA adherence.
• Own CRM platform; drive workflow automation and integrations.
• Produce and analyze operational metrics and dashboards.
• Collaborate with cross-functional teams to scale operations.

Skills

Leadership

Analytical skills

Change management

Communication

Problem solving

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Microsoft Dynamics

Job description

TruDataRx, Inc. is seeking an Operations Manager to lead the Pharmacy Support Specialist team and drive efficient call center operations. You will manage staffing, coaching, and performance while owning the CRM platform to streamline workflows and improve both customer and employee experiences.

The ideal candidate has 5+ years in call center leadership, strong analytics, and a track record of process improvements and technology adoption in a healthcare operations environment.