Pharmacy Contact Center Manager

Chewy Louisville , KY 40202

Posted 3 weeks ago

Our Opportunity:

Chewy is looking for a Pharmacy Contact Center Manager to join our Louisville, Kentucky, Pharmacy Call Center. The right candidate is a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. With a customer first mindset, they will be responsible for all aspects of the day-to-day operations within their department while building engaging teams and improving operational efficiency.

What You'll Do:

  • Develop, manage, and coach floor leadership to build successful teams that deliver an exceptional customer experience

  • Establish peer-to-peer relationships with other Managers and foster positive relationships with support departments to enhance, establish, and build SOPs for existing processes and procedures

  • Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps

  • Execute Call Center strategies in partnership with WFM to ensure Service Level Agreement (SLA) metrics are met

  • Ensure that feedback and performance reviews are provided regularly to all levels of employees to ensure a highly engaged, high performing workforce

  • Support the successful implementation of new or enhanced client initiatives and implement best practices

What You'll Need:

  • 3+ years of multi-channel contact center management experience (Healthcare or Pharmacy strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams

  • 2+ years of leadership experience managing, leading, and motivating in a large (400+ employees) operation with customer contact center teams to deliver the highest standard of service

  • Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges

  • Proven coaching skills that can impact both front-line agents and floor leadership

  • BS/BA degree or 5+ years of equivalent experience in lieu of degree

  • Strong computer and internet proficiency in a technology-driven environment

  • Proficiency in MS Office suite (Excel is a must)

  • Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group

  • Organizational skills including attention to detail and multi-tasking skills

  • Obtain and Maintain valid Registered Pharmacy Technician status as required by the State of Kentucky

  • Must be able to pass background check

  • Flexibility with schedule

  • Position may require travel

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact

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Pharmacy Contact Center Manager