Call Center Team Lead

Job Description

Job Description

Thesis Pharmacy is an innovative multi-service compounding pharmacy located in Plano, Texas. We provide sterile and non-sterile compounded medications, specialty and maintenance prescriptions, clinical consulting, nutritional support, wound care, orthopedic support, and therapeutic compression products. Our mission is to help patients maintain a healthy lifestyle through personalized pharmaceutical solutions while partnering closely with physicians and patients to meet unique healthcare needs. Our culture is built on four Core Values: Accountability, Integrity, Teamwork, and Excellence, because Accountability and Integrity fuel the Teamwork that drives our Excellence.

Position Summary

Thesis Pharmacy is actively scaling a high-impact patient-support ecosystem, and we are seeking a Call Center Lead who can champion operational excellence and drive a best-in-class service experience. This role is pivotal in orchestrating day-to-day call center activities, optimizing throughput, and ensuring seamless, high-quality engagement across all patient and provider touchpoints.

While this position does not carry formal supervisory authority, the Call Center Lead operates as a senior, trusted resource providing frontline guidance, operational oversight, and cross-functional alignment. Partnering closely with the Operations Supervisor, this role helps sustain a service environment rooted in accuracy, efficiency, and patient-centric care.

SUPERVISORY RESPONSIBILITIES

• Direct reports, if any, and the level of supervision.

DUTIES/RESPONSIBILITIES

• Drive daily operational flow , ensuring adequate coverage, balanced workloads, and real-time adaptation to call trends.
• Serve as the primary operational escalation point for representatives and SMEs, offering strategic direction and on-the-floor support.
• Monitor core performance indicators —including call volume, queue health, and service-level benchmarks—to maintain KPIs and elevate overall efficiency.
• Cascade updates and process changes from leadership, ensuring consistent adoption and alignment across all communication channels.
• Reinforce training andbest practicestandards , helping build teamproficiencyand onboarding consistency.
• Support quality assurance initiatives ,identifytrends, gaps, and coaching opportunities to advance service excellence.
• Manage escalated interactions with professionalism and solution-oriented judgment, safeguardingpatientand provider trust.
• Synthesize call center analytics into actionable daily or weekly insights for the Operations Supervisor.
• Foster a culture of accountability and collaboration , modeling the professionalism and operational rigor expected across the department.
• Assistwith scheduling, departmental coordination, and special initiatives that drive process optimization and strategic growth.

REQUIRED SKILLS/ABILITIES

• Strong operational acuity with a deep understanding of call center workflows and patient-service standards
• High-impact communication skills with the ability to influence, guide, and support peers
• Exceptional organizational and coordination capabilities, with proven strength in multitasking and managing dynamic workloads
• Demonstrated ability to model professionalism, accountability, and service excellence
• Keen attention to detail and consistency in fast-paced, high-volume environments
• Ability to navigate escalations with sound judgment and a solution-oriented mindset
• Commitment to fostering a collaborative, performance-driven team culture

EDUCATION AND EXPERIENCE

• Prior call center experiencerequired; senior representative or informal leadership experience strongly preferred
• Background in healthcare or pharmacy environments preferred
• Track recordof supporting training, quality initiatives, or operational workflow management is a plus

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting and computer use
• Frequent typing, phone communication, and monitor viewing
• Occasional walking or standing within the workspace
• Ability tolift upto 10 pounds as needed
• Maintain focus and composure in a fast-paced environment

OTHER DUTIES

Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time.

Key Competencies

Ownership and accountability, coaching and mentoring, clear and respectful communication, problem-solving and judgment, adaptability in a fast-paced environment.

This role is expected to model Thesis's Core Values daily:

• Accountability —Takes ownership of the team's output, holds self and peers to the highest standards of performance, safety, and compliance, and follows through on commitments to the Supervisor and to the patient.
• Integrity —Communicates honestly and transparently with technicians, pharmacists, and leadership; raises issues directly and respectfully; never cuts corners on patient safety or regulatory compliance.
• Teamwork —Collaborates across shifts and functions (intake, fill, shipping, pharmacist team), shares knowledge generously, and fosters a culture where technicians feel supported and continuously improve.
• Excellence —Sets the bar for quality, accuracy, and service; actively coaches the team toward better outcomes for patients, providers, and partners.

Benefits 

• 401(k) - company matching 
• Health insurance 
• Vision insurance 
• Dental insurance 
• Employee discount 
• Paid time off 

Additional Information 

• This position requires authorization to work in the United States 
• Thesis Pharmacy is an equal opportunity employer and complies with all applicable employment laws and regulations