Call Center Supervisor

# Call Center Supervisor (319) (1895)
Hybrid   
• 800 - Pro Act - 6333 Ste Rte 298 Ste
210 - East Syracuse, NY 13057; 800 - Pro Act - 1230 US Hwy 11 - Gouverneur, NY 13642## Overview Salary Range $62,353.20 - $64,000.00 Salary/year Position Type Full Time Education Level High School/GEDTravel Percentage Up to 25%
Category Pro Act ## Description
** Scope of Responsibilities:
** 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.  
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* 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## Qualifications
*
* 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