Call Center Supervisor PBM/PHC
ProCare Rx · Gainesville, Georgia, US
Location: Onsite, Gainesville, GA Pay Range: $18 - $20 per hour ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following: - Address...
Job description
Location: Onsite, Gainesville, GA Pay Range: $18 - $20 per hour ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following: - Address plan-related inquiries and complaints, recommending appropriate resolutions. - Communicate new plan information and updates to agents in a timely manner. - Support call center initiatives to improve performance and achieve operational goals. - Complete administrative tasks accurately and on time. - Monitor agent schedules and phone status adherence to ensure productivity. - Conduct regular call quality reviews and provide feedback to agents. - Hold monthly performance meetings and implement improvement plans as needed. - Provide ongoing coaching, training, and feedback to support agent development and engagement. - Ensure compliance with client standards, contractual requirements, and documentation processes. - Communicate system issues and collaborate with leadership to resolve operational disruptions. QUALIFICATIONS AND REQUIREMENTS: - Prior experience within a high-volume call center highly preferred; 24/7 call center experience is a plus. - Previous experience in leading or coaching within a team setting (work or school); C...