Call Center Supervisor

SUMMARY:

Directly leads and develops multiple agents and plans. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws, all while maintaining a positive and motivating demeanor. Must be available to work varied shifts, including weekends and holidays.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Answer questions and recommend corrective action for plan complaints.
• Disseminate new plan information to agents in a timely manner.
• Assist in planning and carrying out initiatives to achieve call center goals and improve operations.
• Follow through on personal administrative responsibilities.
• Listen attentively to employees, deliver on promises, and reward employees for a job well done.
• Ensure agents are adhering to schedules and that they are using phone statuses correctly.
• Perform 5 technical monitors per agent, per month, with one conducted side by side.
• Meet with each agent monthly to review technical monitors and agent performance. Create and implement action plans for agents falling below standards.
• Provide continual evaluation of processes and procedures and ensure resources are continually updated.
• Provide appropriate training, coaching, counseling, and direction to maintain a highly motivated work environment through positive and constructive feedback combined with additional coaching and training.
• Communicate to Workforce Analyst, Manager and/or Director when call center is experiencing phone issues, freezes, delays, or service interruptions.

QUALIFICATIONS AND REQUIREMENTS:

• Excellent customer service skills.
• Able to lead and mentor a team.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.
• Able to effectively communicate, in both written and oral forms.

EDUCATION:
High school diploma or equivalent.

PHYSICAL DEMANDS:
Requires sitting, standing, and occasional light lifting.

SHIFT HOURS:
11:00 am to 8:00 pm/EST - Tuesday through Saturday and Monday through Friday alternating weeks.

ProCare offers competitive pay and full-time benefits including medical, dental, vision, life, disability, and 401(k). All candidates must be able to pass a drug screen and criminal background check. ProCare is an equal opportunity employer. ProCare is a smoke-free and drug-free workplace. ProCare participates in E-Verify - all applicants must be legally eligible to work in the United States._

Education

• High School or higher

Job Type: Full-time

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Gainesville, GA 30507: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 3 years (Required)
• Supervising: 1 year (Preferred)
• Pharmacy Benefits: 2 years (Preferred)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Gainesville, GA 30507: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 2 years (Preferred)
• Pharmacy or Healthcare: 1 year (Preferred)
• Scheduling: 1 year (Preferred)

Work Location: One location