Job Description

#IND123

Job ID 23464 – Customer Care Advocates Supervisor

Location: Lakeland, 33810 – This position is hybrid ( 3days in office /2 days remote )

Pay: $23.50-$24.50 per hour

Type: Contract to hire

Schedule: M-F, 10:30 AM to 7:00 PM EST
Must be flexible hours

1. Lead and supervise a team of Customer Care Representatives, providing coaching, performance management, training, and ongoing development to ensure exceptional customer service and team success.
2. Oversee daily contact center operations, including call flow management, service levels, workload distribution, and resolution of escalated customer inquiries and complex issues.
3. Monitor, evaluate, and improve team performance through call quality reviews, performance metrics, coaching sessions, and corrective action plans when necessary.
4. Develop and maintain operational reports, attendance records, performance documentation, and training materials to support departmental goals and continuous improvement initiatives.
5. Build strong relationships with internal stakeholders and external clients while identifying process improvements, enhancing customer satisfaction, and ensuring consistent service excellence.

Nice to have:

• College degree
• PBM or healthcare industry
• Leadership experience

Requirements:

• Must have (3) years of call center experience at a senior level capacity, lead or leadership experience preferred
• High school diploma or equivalent
• Background check required
• Drug screening required