Customer Care Supervisor

Position Responsibilities

• Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution with empathy and professionalism
• Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues
• Train, mentor, and supervise a team of customer service professionals, providing continuous guidance and support to ensure their professional growth and optimize their performance
• Monitor individual and team performance metrics and provide regular feedback to drive continuous improvement
• Collaborate with other departments to improve processes and enhance the overall customer experience
• Demonstrate strong verbal and written communication skills when providing professional responses to complex and sensitive topics and situations internally and externally
• Support and deliver high-quality customer service
• Ensure compliance with call center policies and procedures and timely communication of company/department changes to team members
• Provide real-time subject matter expertise support to team members to resolve issues
• Lead and mentor a team of remote agents to ensure timely resolution of member inquiries within quality guidelines
• Effectively communicate issues and resolutions to members, pharmacy staff, and providers, and work internally and cross-functionally as appropriate with internal stakeholders

Required Qualifications

• Supervise teams in a call center environment and excel at inspiring, coaching, and mentoring team members to achieve performance goals and deliver world-class customer service
• Experience in retail pharmacy/PBM or related Health Care experience required
• Experience working in a remote call center preferred, with an ability to manage a remote team and keep employees engaged
• A high school diploma or equivalent is required. An associate or bachelor’s degree is preferred
• A strong passion for creating a successful team through active listening, building strong relationships, and maintaining transparency
• Strong analytical, problem-solving, and decision-making skills
• Ability to work independently with minimal supervision while also collaborating with other team members
• Self-motivated and detail-oriented problem solver with the ability to multitask and thrive in a metric-driven, high-volume call center environment
• Bilingual Spanish preferred
• Medicare experience preferred
• Flexibility to work various shifts, including evenings, weekends, and holidays as required