Pharmaceutical Call Center Supervisor

Job Description

Job Description

We are seeking a Call Center Supervisor to lead a team supporting healthcare professionals and patients through a healthcare affordability program. This role provides day-to-day leadership, coaching, performance management, and operational oversight while ensuring exceptional customer service and compliance with program and regulatory requirements. 

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. 

• Conduct 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. 

• Perform other leadership and operational responsibilities as assigned. 
  
   

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

• High School Diploma or equivalent. 

• 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. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Proficiency with Microsoft Office and call center technology. 

Preferred: 

• 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:

• Current employees interested in this position must: 

• 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. 

Final candidate eligibility is subject to management review and business needs. 

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