Call Center Supervisor (319)

Scope of Responsibilities: Works under general supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals within individual departments. Responsible for new employee training and development within items pertaining to customer service and call center support. Job Summary: Provide support to Account Representatives and Client Services Supervisor for all aspects of customer service, account management, marketing support and other administrative projects. Responsible for providing supervisory leadership and second level support with escalated customer service issues. Job Duties Call Center phone coverage for incoming calls and directing incoming calls to appropriate staff membersProvide Call Center resolution of customer service issues to ensure complete client satisfactionProvide Call Center resolution of Pharmacy Network problems to ensure complete client satisfactionAssist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletionsAssist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims ProcessorAssist with on-site resolution of customer service issues to clientsTraining, coaching and development of call center staffAssist with determining staffing/scheduling needs for ProAct Call CenterProviding call resolution in elevated customer service issuesRegular coaching and auditsCreate and update knowledge articlesPerforms all other duties associated with assigned job descriptionResponsible for completing all mandatory and regulatory training programsPerform other duties as assigned