Job: Call Center Supervisor

We are looking for a leader to join our team of professionals.

Since 1986, many outstanding people have contributed to our success as a Pharmacy Benefits Management leader and Fortune 150 company with over $15 billion in sales. Today, we're looking for more talented people to be an important part of our future and thrive in our progressive and friendly environment that recognizes and rewards achievement. If you are a leader among your peers and are looking for a new growth opportunity, consider working for Express Scripts.

The Call Center Supervisor is responsible for day-to-day operations of a team of 15-20 associates in a call center and monitors productivity and performance standards. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Responsible for teams adherence to corporate attendance and employment policies.

Provide ongoing coaching to each Patient Care Advocate (PCA) on their team concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met.

Work with Contact Center Manager to implement strategic business work plan goals. Tracks and periodically reports progress to management.

Assist in development of Contact Center programs and process improvements to enhance the level of internal and external customer service provided.

Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Backup platform team. May take overflow calls.

Special projects as assigned.

High school diploma or equivalent, college degree preferred
2-3 years previous supervisory experience, including at least 1 year in an call center environment
Demonstrated leadership skills including ability to effectively develop and assist team members and peers
Experience training and coaching less experienced staff.
Demonstrated ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment and make independent decisions
Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
Willingness to work a flexible schedule for peak call times
Knowledge of PBM industry/Managed care industry preferred

Please note: The candidate selected for this position is required to successfully complete security clearances which require the following: U.S. Citizenship, a federal criminal background check, and a determination of credit trustworthiness. Applicants will be required to provide verifying information upon hire for submittal for clearance. If an applicant fails to pass the government security clearance requirements, it may jeopardize their employment with Express Scripts in this position.