Call Center Manager

Capital Rx, Inc. New York , NY 10007

Posted 2 months ago

About Capital Rx

Capital Rx is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Capital Rxs mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Capital Rx delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology and service is the reason why Capital Rx is among the fastest-growing PBMs in the country.

Position Summary:

Capital Rx is looking for a skilled Call Center Manager who can lead our Service Agents and strive for best in class, quality customer service. This newly created position, reporting to the Director of Call Center Operations, will create and inform call center objectives and performance goals and provide Service Agents with opportunities to expand their knowledge of Customer Service, PBM products, and troubleshooting techniques. This position will analyze call center data, provide leadership to the Service Agents, focus on improving performance and processes, and collaborate with other internal teams in an effort to provide an exceptional customer experience.

To be a successful Call Center Manager, you should be focused on improving your team of Service Agents and bring in call center best practices. You should be observant and detail-oriented, and possess an understanding of the business, the products and services, and the issues Service Agents are facing on the floor.

Position Responsibilities:

  • Managing and leading a team of Service Agents and Pharmacy Technicians.

  • Recruiting, retaining, coaching, and leading Service Agents and Pharmacy Technicians as they provide support to Capital Rx customers.

  • Answering Service Agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

  • Leading team meetings, motivating employees, educating and coaching agents regarding processes and practices, and explaining expectations to employees.

  • Developing Service Agents to become a higher skill agent whos achieving desired service levels and taking corrective action, as needed.

  • Preparing reports and analyzing call center data to improve processes, workforce management concept to ensure resources are properly allocated, and maximizing efficiency and customer satisfaction.

  • Assisting other management team members in identifying trends and establishing call center goals.

  • Partnering with Client Account Management team to ensure maximum client satisfaction and issue resolution.

  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Required Qualifications / Profile:

  • High School Diploma or equivalent.

  • 3+ years of experience in Call Center environment at the managerial capacity.

  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

  • Exceptional interpersonal, customer service, problem-solving, clear and precise verbal and written communication, people management, and conflict resolution skills.

  • Proficient with Office 365 products such as Outlook, Word and Excel.

  • Decisiveness and attention to detail.

  • Polite, professional phone voice.

  • Highest personal integrity.

Preferred Qualifications / Profile:

  • Associates or Bachelors degree.

  • Bilingual Spanish.

  • Knowledge of Pharmacy operations, Health Insurance operations background.

  • Excellent ability to collaborate and foster strong business working relationships.

  • Strong knowledge of management principles and familiarity with PBM products, services, and policies.

  • Strong coaching and leadership skills, ability to motivate employees.

  • Working experience with Salesforce CRM and Salesforce Knowledge, including computers, software applications, phone systems, etc.

  • Self-discipline and abilities to handle multiple projects while meeting the deadlines.

  • High energy and passionate about providing excellent customer service with empathy.

  • Volunteer experience.

  • Flexible, efficient, have the can-do spirit.

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Call Center Manager

Capital Rx, Inc.