Call Center Supervisor PBMPHC

Location: Onsite Gainesville GA

Pay Range: $18 - $20 per hour

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. Youll 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.

Ready to start your rewarding journey with us Apply today!

ProCare Rx will never ask for a financial commitment from an applicant as part of our recruitment process. All interviews are conducted in-person OR through video conference invitations from official company emails. For inquiries please contact our recruitment team at

ProCare Rx is an Equal Opportunity Employer.

Required Experience:

Manager