Customer Service Supervisor

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. The Customer Service Supervisor leads a team of customer service representatives in a high-volume call center environment to deliver five-star, white-glove service to EmpiRx Health members and partners. This role oversees day-to-day operations, manages escalations, monitors performance, and coaches team members to achieve service, quality, and compliance targets while modeling EmpiRx Health’s member-first culture. Key Responsibilities Leadership & Team Management Supervise, coach, and mentor a team of representatives; hold regular 1:1s and huddles focused on performance, quality, and development. Provide real-time SME support to resolve complex issues and remove roadblocks. Staff, schedule, and balance workloads to meet SLAs across shifts (including evenings/weekends/holidays as required). Foster a positive, accountable, and inclusive team culture aligned to EmpiRx values. Operations & Performance Management Oversee daily call center operations: queue health, adherence, service levels, and first-contact resolution. Monitor individual and team KPIs (AHT, ASA, CSAT/QA, schedule adherence); deliver timely feedback and documented coaching plans. Ensure accurate case documentation and adherence to workflows, SOPs, and escalation protocols. Partner with Workforce Management (as applicable) to optimize staffing and intraday performance. Member Experience & Escalations Handle complex, sensitive, or escalated inquiries with empathy and professionalism; ensure timely, complete resolution and follow-through. Identify trends/drivers of contacts and partner cross-functionally to prevent recurrence (root cause/corrective action). Training, Quality & Communication Deliver side-by-side coaching, call calibrations, and targeted upskilling to close knowledge gaps. Communicate policy/process changes promptly and clearly; reinforce via team meetings and job aids. Collaborate with Quality, Compliance, and Operations to maintain high standards and incorporate feedback into training. Cross-Functional Collaboration Work with Clinical, Client Management, Pharmacy Operations, and IT to triage issues, improve processes, and elevate member experience. Represent the voice of the member to Marketing and Product as needed (feedback loops on pain points and opportunities). Policy, Compliance & Reporting Uphold corporate, security, and call center policies; ensure confidentiality and regulatory compliance. Maintain accurate reports and dashboards; elevate risks promptly and propose mitigations. Qualifications Supervisory or team-lead experience in a call center or similar environment (Required) . PBM/healthcare payer or related healthcare experience (Required) . 2–3 years of call center experience with at least 1 year in a supervisory role (Preferred) . Remote/hybrid team leadership experience (Preferred) . Exceptional customer focus with proven ability to manage complex/escalated situations with empathy. Strong coaching, feedback, and performance management capabilities. Excellent verbal and written communication; confident presenter and facilitator. Analytical skills to interpret KPIs/QA results and drive continuous improvement. Proficiency with Microsoft Office; familiarity with CRM/contact-center tools and ticketing platforms. Flexibility to work varied shifts, including evenings, weekends, and holidays as needed. #J-18808-Ljbffr