Call Center Supervisor PBM

About the role

Onsite position in Gainesville, GA.

Responsibilities

• 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.

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.
• 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.
• High school diploma or equivalent required; college or technical school preferred.

Skills

• Strong mentoring and relationship-building skills with the 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.
• 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.

Physical Demands

• Requires sitting, standing, and occasional light lifting.

Pay

$20 per hour.

Benefits

• Comprehensive health benefits: medical, dental, vision, short-term/long-term disability insurance, life insurance.
• Paid vacation and holiday pay.
• Robust Employee Wellness Program.
• 401(k) with a company match.
• Employee Assistance Program providing confidential support and counseling.
• Employee referral program.