Call Center Supervisor
Job in
Village of East Syracuse, Onondaga County, New York, USA
Listed on 2026-10-16
Listing for:
KPH Healthcare Services
Full Time
position Listed on 2026-10-16
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Call Center / Support, Customer Success Management
Job Description & How to Apply Below
Works under general supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals within individual departments. Responsible for new employee training and development within items pertaining to customer service and call center support.
Job Summary:
Provide support to Account Representatives and Client Services Supervisor for all aspects of customer service, account management, marketing support and other administrative projects. Responsible for providing supervisory leadership and second level support with escalated customer service issues.
Job Duties:
Call Center phone coverage for incoming calls and directing incoming calls to appropriate staff members
Provide Call Center resolution of customer service issues to ensure complete client satisfaction
Provide Call Center resolution of Pharmacy Network problems to ensure complete client satisfaction
Assist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletions
Assist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims Processor Assist with on-site resolution of customer service issues to clients
Training, coaching and development of call center staff
Assist with determining staffing/scheduling needs for Pro Act Call Center Providing call resolution in elevated customer service issues
Regular coaching and audits
Create and update knowledge articles
Performs all other duties associated with assigned job description
Responsible for completing all mandatory and regulatory training programs
Perform other duties as assigned
Education:
Minimum:
High School Diploma (or currently enrolled) or GED Preferred: AS Degree or Higher
Experience:
Preferred: 2 or more years previous experience in related position
Job
Skills Required:
Detailed knowledge of specific department
Basic keyboarding and calculator skills
Strong communication skills
Strong organization skills
Requires the ability to stand throughout the majority of the shift
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