Supervisor, Customer Support

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 an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

We are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor will hire employees and assist in training process, monitoring employees progress, and provided ongoing coaching opportunities to cultivate the knowledge and skills to provide excellent service to customers. In addition to this, the call center supervisor needs to understand center data to determine and set call center goals that will maximize the customer experience.

Key Responsibilities

• Develop and maintain an organization with a passion for customer service and ongoing quality improvement
• Hire, onboard and train call center personnel
• Coach call center staff through challenging customer service issues
• Monitor and evaluate agent performance, providing learning and coaching opportunities when needed
• Work with other supervisors and management team members to support team members and maximize customer satisfaction
• Preparing reports and analyzing call center data to assist management as they determine call center goals
• Develop monthly, quarterly, and annual call center goals and action plans
• Ensuring team members understand and comply with all call center objectives, performance standards, and policies
• Performs other responsibilities as requested or assigned by management

Minimum Requirement

Typically requires 3+ years of subject matter experience including exhibiting leadership capabilities.

Education

Associates degree or higher education

Critical Skills

• 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

Location

Cary, NC - MUST be local to this area

Schedule

Hybrid

Mon - Fri 11:30am - 8pm

1 Saturday required every 6 weeks with a day off during the week

Our Base Pay Range for this position

$59,200 - $98,600

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!