Pharmacy Call Center Manager

Job Summary

Leading a remote team, the full-time Pharmacy Call Center Manager will oversee daily operations of a Specialty Pharmacy Patient Services call center, managing direct reports and ensuring compliance with service standards while addressing complex inquiries and enhancing operational efficiency.

Key responsibilities

• Manage the workflow of the customer service function and ensure compliance with established benchmarks and standards
• Forecast call volume and determine appropriate staffing levels to meet operational needs
• Develop and maintain department performance and productivity reports while implementing customer service initiatives

Required qualifications

• Bachelor's degree in a related field or equivalent experience
• 5+ years of customer service or call center experience in pharmacy or healthcare
• Previous supervisory experience managing cross-functional teams on large-scale projects
• High-volume pharmacy call center experience is highly preferred
• Strong analytical skills and experience in process improvement