Customer Service Supervisor

The PBM Call Center Supervisor is responsible for overseeing daily operations in a 24/7/365 environment to ensure high-quality service and operational efficiency. Collaborates with Call Center Manager and peer supervisors to provide seamless coverage across rotating shifts. Monitors real-time performance metrics, including service levels, adherence, quality, and customer satisfaction, to drive net promoter score results.

Provides coaching, development, and performance management to support agent success. Handles escalations and complex member/provider inquiries related to pharmacy benefits, claims, and prior authorizations. Ensures compliance with regulatory requirements and promotes a culture of accountability and continuous improvement.