Call Center Supervisor PBM/PHC

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. You'll 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. Please note while this job description is a comprehensive overview, additional responsibilities may be part of the role. 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 official recruitment team at HR@procarerx.com. ProCare Rx is an Equal Opportunity Employer.