Call Center Supervisor PBM

Location:  Onsite, Gainesville, GA

Pay Rate:  $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.

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 [email protected]. 

ProCare Rx is an Equal Opportunity Employer.