Call Center Supervisor

Published: 6/14/2022

Job Description

JOB Primary Objective

The Call Center Supervisor is responsible for the day-to-day oversight, coordination, and performance management of Call Center operations within Alivia Specialty Pharmacy (ASP). Reporting to the Patient Services Manager, this role ensures that inbound and outbound communications are executed accurately, efficiently, professionally, and in accordance with established service, quality, productivity, and compliance standards.

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels, frontline customer-service performance, and operational compliance.

The Call Center Supervisor serves as the first level of operational escalation, provides real-time coaching and guidance, identifies barriers affecting team performance, and partners with the Patient Services Manager to implement corrective actions, training, workflow improvements, and employee-development initiatives.

Key Responsibilities

Oversee daily Call Center operations, including inbound and outbound call activity, queue management, assigned patient-service workflows, and workforce execution.
Monitor queue volumes, staffing coverage, employee availability, service levels, average speed of answer, abandonment rates, productivity, schedule adherence, and other established performance indicators throughout the workday.
Manage daily assignments, schedules, breaks, lunches, overtime allocation, meetings, training activities, and staffing adjustments based on call volume, operational priorities, staffing levels, and business needs.
Ensure timely, accurate, courteous, and professional handling of patient and stakeholder communications in accordance with approved scripts, workflows, policies, procedures, and quality standards.
Provide direct supervision, mentoring, performance feedback, employee development support, and operational guidance to Call Center agents.
Conduct regular observations, quality reviews, call monitoring sessions, quality discussions, one-on-one meetings, and performance follow-up to reinforce expectations and improve employee results.
Address performance concerns related to attendance, punctuality, schedule adherence, productivity, quality, documentation, customer service, and process execution through timely mentoring or corrective action in collaboration with the Patient Services Manager and Human Resources, as applicable.
Resolve escalated calls, complaints, customer-service issues, and operational concerns, ensuring timely follow-up, appropriate documentation, and professional communication with all parties involved.
Ensure accurate documentation of calls, patient interactions, requests, outcomes, and required follow-up activities in the applicable systems.
Maintain compliance with patient privacy, confidentiality, regulatory requirements, payer requirements, company policies, operational procedures, and established organizational standards.
Communicate daily priorities, performance results, process updates, system issues, operational risks, staffing concerns, and recommended actions to the Patient Services Manager in a timely manner.
Prepare, review, and maintain operational reports, trackers, dashboards, schedules, quality results, coaching documentation, and other records required to manage the area.
Identify operational challenges, recurring call drivers, workflow barriers, service failures, documentation issues, training needs, and process inefficiencies, and recommend practical workflow improvements.
Support the development, implementation, and reinforcement of call scripts, standard operating procedures, workflows, job aids, service standards, and quality expectations.
Support onboarding, initial training, cross-training, refresher training, and ongoing employee development activities for Call Center personnel in partnership with the Patient Services Manager and applicable support departments.
Collaborate with Registry, Pharmacy, Access and Reimbursement, Delivery Coordination, Quality, Compliance, Information Technology, and other internal teams to facilitate timely patient support, resolve service issues, and support efficient operational handoffs.
Promote a patient-centered culture focused on empathy, professionalism, accountability, teamwork, accuracy, responsiveness, and continuous improvement while leading by example.
Support business continuity and operational readiness activities, including appropriate response to unexpected increases in call volume, staffing shortages, system interruptions, or other operational disruptions.
Lead implementation of team-level process changes, organizational initiatives, new technologies, and evolving business requirements.
Perform other duties as assigned.

SUPERVISORY RESPONSABiLITIES

Supervisor Level

Knowledge, Skills, and Abilities

Knowledge of call center operations, customer service, patient services, healthcare operations, or specialty pharmacy workflows preferred.
Knowledge of call center performance indicators, including service level, abandonment, average speed of answer, handle time, productivity, quality, schedule adherence, attendance, and first-contact resolution.
Strong leadership and people-management skills, including the ability to provide real-time direction, coaching, feedback, conflict resolution, and performance follow-up.
Strong customer-service orientation and ability to promote empathetic, professional, and patient-centered interactions.
Ability to monitor multiple operational indicators, identify trends or emerging risks, and take timely action to maintain service delivery.
Ability to analyze performance data, determine root causes, and develop practical action plans.
Ability to manage schedules, workload distribution, employee coverage, competing priorities, and deadlines in a fast-paced environment.
Strong problem-solving, decision-making, organizational, and time-management skills.
Ability to remain calm, professional, and solution-oriented while handling escalations, complaints, staffing challenges, or high call volumes.
Ability to develop and reinforce procedures, workflows, scripts, service standards, and quality expectations.
Ability to collaborate effectively with employees, leaders, patients, healthcare providers, payers, and cross-functional teams.
Ability to maintain confidentiality and appropriately handle sensitive patient, employee, and business information.
Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams.
Knowledge of CPR+ or similar pharmacy management systems and call center platforms preferred.

EDUCATION REQUIRED

Bachelor's degree or relevant experience

EXPERIENCE

1 to 3 years of experience in similar functions