Supervisor - Pharmacy

Glen Allen VA 23060 Suite 500

Job Description

The Service Team Leader reports to the Service Operations Manager and serves as a member of the Management Team. The purpose of the position is to lead and grow the performance of a team of customer service agents while supporting and enhancing customer experiences and business objectives. Responsibilities include day-to-day tactical activities, performance trending, performance managing/coaching/developing agents and time management.

On a daily basis, this position is responsible for the delivery of superior customer service by maximizing employee performance and ensuring calls are answered effectively and efficiently by supervising incoming calls, resolving escalated calls, assisting agents with any client related questions, ensuring agents’ adherence to schedules and ensuring compliance to policies and procedures.

The ideal candidate motivates agents to peak performance through positive coaching, constructive feedback and incentives, demonstrates a commitment to the company’s mission and vision, and supports activities that strengthen the client relationship and grow the organization.


• Drive staff performance to meet customer service goals
• Drives the daily performance of a team of customer service agents ensuring SLAs and other business targets are met and exceeded.
• Collects and provides timely, productive and measurable feedback to ensure recognition, process changes and development opportunities are maximized.
• Oversees the team’s annual goal setting process, performance evaluations and performance improvement plans.
• Supports agents, business and brand initiatives, especially as related to achieving outstanding client experiences, including engaged daily floor support , escalated customer resolution and engagement in training and support areas as needed
• Remains alert to conversations on the floor, monitoring agents for quality and training purposes
• Reviews new and updated accounts with Agents (one-on-one).
• Ensures agents’ compliance with policies and procedures.
• Provides direction to agents on achieving departmental standards while encouraging and motivating them in promoting customer loyalty, employee recognition, and revenue generation.
• Monitors call traffic and makes adjustments based on call center traffic patterns.
• Produces monthly team report detailing team activity, trend analysis, goals/objective status and special projects.

Other Duties:

• Actively participates in process / project conversations, emails and activities that will improve effectiveness/experience for client, agents, leadership, brands or partner departments
• Displays ownership and accountability for the customer experience, employee relations, core business metric targets/contributing factors and understanding of the organizations policies and procedures.
• Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
• Delegates work to agents as needed.
• Proactively addresses call center concerns and identifies areas of opportunity.
• Handles system emergencies with direction from IT department and/or appropriate vendor.
• Assists with task assignments in the Manager’s absence.
• Performs other related duties and special projects as requested.


• High School diploma or equivalent.
• Minimum 3 years’ experience in a high volume call center; PBM experience required.
• Excellent written and verbal communication skills and ability to communicate effectively at all levels inside and outside the organization.
• Technical aptitude and working knowledge of performance trending techniques.
• Proven ability to adapt to changes in the business and develop strategies to support those changes.
• Demonstrated leadership skills and the ability to foster an environment that promotes personal development of direct reports.
• Supporting a 24/7/365 contact center including holidays
• Schedule could be between 11a - 10p and will include a rotating Saturday shift

General Job Information


Supervisor - Pharmacy



Job Family

Pharmacy Group


United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date


Date Requisition Created


Work Experience

Customer Service, PBM (Pharmacy Benefit Management)


GED (Required), High School (Required)

License and Certifications - Required

CPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy

License and Certifications - Preferred

Other Job Requirements


  • Minimum of 3 years of experience in a high volume call center and Pharmacy Benefit Management (PBM) experience required.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

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