Customer Care Supervisor

Customer Care Supervisor

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. Our vision is to fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential. Our mission is to be the disruptive force that drives meaningful change within pharmacy services.

This is a critical position requiring excellent supervisor and customer interaction skills. The individual is expected to oversee customer care advocates to ensure enhanced member satisfaction with WellDyne by responding to phone calls, emails, and voice messages. Problem-solving skills are essential. This position supervises the focal point for all member inquiries regarding their pharmaceutical benefit coverage, whether at the retail or mail order level.

Essential Duties and Responsibilities

• Supervise and support the customer care team to meet and exceed performance goals.
• Oversee daily operations related to MCCP customer care processes.
• Monitor customer interactions to ensure quality and compliance with company standards.
• Provide coaching, training, and development opportunities for team members.
• Handle escalated customer issues and work towards timely resolution.
• Collaborate with other departments to improve customer experience and operational workflows.
• Analyze customer feedback and performance metrics to identify areas for improvement.
• Prepare reports and communicate updates to senior management.

Education and Experience

• High school diploma required.
• Post high school or specialized training a plus.
• College degree preferred.
• Three years' experience in call center environment, supervisory experience preferred.
• PBM or healthcare industry experience is desired.

Knowledge, Skills, and Abilities

• Proven experience as a customer care supervisor.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalations and resolve conflicts effectively.
• Detail-oriented with strong organizational skills.
• Proficient in customer care software and Microsoft Office Suite.
• Ability to work in a hybrid environment, balancing remote and on-site responsibilities.

Work Environment / Physical Demands

This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients.