Pharmaceutical Call Center Supervisor in Elizabethtown, Kentucky at North South Consulting Group

We are seeking a Call Center Supervisor to lead a team supporting healthcare professionals and patients through a healthcare affordability program. This role provides day-to-day leadership, coaching, performance management, and operational oversight while ensuring exceptional customer service and compliance with program and regulatory requirements.

Primary Responsibilities

• Lead and develop a team of call center representatives through coaching, mentorship, and performance feedback.

• Monitor customer interactions to ensure quality, compliance, and exceptional customer service.

• Conduct employee evaluations, coaching sessions, and performance improvement plans.

• Serve as the team's subject matter expert and assist with escalated customer inquiries.

• Review and approve employee timecards and paid time off requests.

• Monitor productivity, attendance, and quality metrics to drive continuous improvement.

• Support onboarding, training, and ongoing employee development.

• Prepare and analyze performance reports, quality metrics, and staffing trends to support operational goals.

• Perform other leadership and operational responsibilities as assigned.
  

Shift: 9:00 AM to 5:30 PM, Monday through Friday

Required Qualifications

• High School Diploma or equivalent.

• Minimum of two years of call center experience, including at least one year in a supervisory, team lead, or coaching role.

• Strong leadership, communication, organizational, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency with Microsoft Office and call center technology.

Preferred:

• Bachelor's degree in Business, Healthcare Administration, or a related field.

• Healthcare call center, patient support, quality assurance, or workforce management experience.

Internal Candidate Requirements:

• Current employees interested in this position must:

• Have successfully completed their introductory/probationary period.

• Have no policy violations within the past 12 months.

• Have no corrective actions or documented performance coaching within the past 6 months.

• Be in good standing with the company.

Final candidate eligibility is subject to management review and business needs.