Customer Care Supervisor

Location: Remote (U.S. only)

Position Responsibilities: 

In the role of a Customer Service Supervisor, you will have a wide range of responsibilities, including: 

• 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 
• Responsible for conducting team meetings, individual coaching sessions, and managing all associated documentation 
• Follow all internal call center standard operating procedures as well as all company compliance guidelines and policies 
• Ensure that you serve as a culture ambassador for the call center and help promote company policy  

Required Qualifications: 

Suppose you are a highly motivated and results-driven professional passionate about customer service and team leadership. You have experience supervising 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. In that case, you possess the qualities we are looking for. 

• 4+ years of customer service experience with 2+ years of supervisory experience required in a Call Center environment 
• 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 
• Flexibility and adaptability are required 
• 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