Offer summary

Qualifications:

At least 2 years of experience supervising a customer service team, preferably in a call center environment., Strong leadership skills with a focus on employee engagement and performance development., Tech-savvy, proficient in Microsoft Outlook, Teams, Word, and Excel., An Associate’s degree or higher is preferred. .

Key responsabilities:

Supervise day-to-day operations of the call center during the second shift.

Support team members with call escalations and troubleshooting in real time.

Monitor performance metrics and provide coaching for team success.

Oversee hiring, onboarding, training, and mentorship of new Support Specialists.

Job description

PDMI is looking to add a Call Center Supervisor to our team! We’re looking for a people-first leader who thrives on coaching, motivating, and driving performance in a fast-paced call center environment to oversee a team of Support Specialists. This position is responsible for ensuring a high standard of customer service and operational efficiency on our second shift (1:00 PM – 10:00 PM ET). This is a fully remote role with the opportunity to make a direct impact on our growing team.

Since 1984, PDMI has provided pharmacy data processing and other flexible, scalable solutions to help our clients meet their business objectives. We offer transparent, pass-through pharmacy processing and other services for private label Pharmacy Benefit Managers (PBMs), vertically integrated health plans and hospital systems. In addition to Pharmacy Benefit Administrative Services, we offer 340B Administration, Hospice and Long-Term Care Services.

Why Join Us:

Best Employer: PDMI was voted a Best Employer in Ohio for the 4th consecutive year in 2024!
Meaningful Work: Contribute to improving healthcare quality and efficiency.
Collaborative Environment: Work with passionate professionals who share your drive.
Exciting Challenges: Every day brings new opportunities to excel.
Flexible Work: Fully remote opportunity (from approved locations) with a company that cares.

What You’ll Do:

Supervise the day-to-day operations of our call center during second shift
Support team members in real time with call escalations and troubleshooting
Monitor individual and team performance metrics, coaching for success
Create schedules based on call volume forecasts
Lead performance management efforts and partner with leadership on employee development strategies
Oversee hiring, onboarding, training, and mentorship of new Support Specialists
Collaborate with leadership to enhance call center processes and efficiency
Manage the Genesys call queue and maintain accurate documentation of policies and procedures

What You Bring:

At least 2 years of experience supervising a customer service team, ideally in a call center environment
Strong leadership skills with a passion for employee engagement, coaching, and performance development
Tech-savvy and comfortable using tools like Microsoft Outlook, Teams, Word, and Excel
Familiarity with Genesys is a plus
Ability to manage priorities in a remote environment with minimal supervision
Associate’s degree or higher preferred

Required profile