Pharmaceutical Call Center Supervisor

Primary Responsibilities

• Lead and develop a team of call center representatives through coaching, mentorship, and performance feedback.
• Monitor customer interactions to ensure quality, compliance, and exceptional customer service.
• Congduct employee evaluations, coaching sessions, and performance improvement plans.
• Serve as the team's subject matter expert and assist with escalated customer inquiries.
• Review and approve employee timecards and paid time off requests.
• Monitor productivity, attendance, and quality metrics to drive continuous improvement.
• Support onboarding, training, and ongoing employee development.
• Prepare and analyze performance reports, quality metrics, and staffing trends to support operational goals.

Required Qualifications

• A High School Diploma or equivalent.
• A minimum of two years of call center experience, including at least one year in a supervisory, team lead, or coaching role.
• Strong leadership, communication, organizational, and problem-solving skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and call center technology.

Preferred Qualifications

• A Bachelor's degree in Business, Healthcare Administration, or a related field.
• Healthcare call center, patient support, quality assurance, or workforce management experience.

Internal Candidate Requirements

• Have successfully completed their introductory/probationary period.
• Have no policy violations within the past 12 months.
• Have no corrective actions or documented performance coaching within the past 6 months.
• Be in good standing with the company.

Pay

Competitive salary commensurate with experience.

Schedule

Shift: 9:00 AM to 5:30 PM, Monday through Friday.