Supervisor, Customer Service
Core
Lead call center operations for a 503A/503B compounding pharmacy, managing customer service, prescription order processing, and team performance in a highly regulated environment.
Role type
Senior IC customer service supervisor (pharmacy/healthcare)
Builds
Customer support workflows, prescription order and payment processing, team schedules, and service quality metrics
Domain
Healthcare + Pharmaceutical compounding (503A/503B)
Deliverable
client delivery
Required skills
Call center operations, escalation management, schedule management, prescription order processing, quality monitoring, performance tracking, team coaching, staff training, audit reporting, process improvement, cross-functional collaboration
Preferred skills
College education, Microsoft Office proficiency, analytical skills
Technologies
Microsoft Word, Excel, Outlook
Responsibilities
Direct daily call center activities and assign work, build and adjust team schedules, oversee prescription order and payment processing, resolve complex customer inquiries and complaints, review customer interactions and quality control analytics, monitor call volume and customer satisfaction metrics, set daily expectations for technicians, coach employees through feedback and development, conduct structured onboarding and training, collaborate with pharmacy partners, prepare audit reports, analyze workflow inefficiencies and recommend improvements
Seniority
Senior, hands-on IC