New

Call Center Supervisor

TEKsystems
$40.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Raleigh
Oct 01, 2025
Description Operations supervisor for Training Hours: 8:30-5 pm EST Program Hours: 8:30-8 pm (shift needs TBD) Remote - US Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy, to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications. The Supervisor is responsible for managing and developing their team while ensuring strong performance across assigned programs such as hubs, reimbursement hotlines, patient assistance programs, and co-payment programs. They are expected to meet performance metrics, uphold quality standards, and maintain operational efficiency. This role requires a proactive individual who ensures team members are knowledgeable and effective in their roles. The Supervisor also analyzes program trends, runs reports, identifies areas for improvement, and collaborates with the Program Manager to align with client expectations. Additionally, they work across departments to support the organization's mission. The Operations Supervisor is responsible for managing and developing their team, ensuring high performance across assigned programs such as patient assistance, co-pay, and reimbursement services. They oversee staff productivity, maintain quality standards, and ensure operational efficiency. Key duties include monitoring metrics, analyzing trends, identifying improvement areas, and collaborating with the Program Manage to align with client goals. The role requires initiative, leadership, and cross-functional collaboration to drive program success. Summary of Responsibilities: The Supervisor is expected to support the staff, program(s) and the Program Manager, Service, Delivery in the following areas (but not limited to): Agent Training and Coaching: Supervise and guide staff on assigned program(s). Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring. Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams. Lead proficiency gap assessment of staff and develop plans to address performance issues. Regularly monitor and review training to determine effectiveness and provide feedback on recommendations for improvement in future training sessions. Listen to agent calls to assess customer service levels on program(s) and provide feedback and remediation plans as necessary. Occasionally listen to calls on program(s) to assess customer service delivery across the program. Client and Program Communication. Ensure that Associate has assigned and completed work appropriately in a timely manner according to performance metrics and program efficiency. Identify and escalate program trends and provide recommendations to the issues as necessary. Monitor program volume, identify fluctuations, and recommend staffing changes to address needs. When deviations occur, escalate deviations. Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language. Proactively share communication updates and recommendations regarding program operations with peers and Program Manager, Service Delivery. Attend client meetings to support the program and Program Manager, Service Delivery, as needed. Reporting and Analytics: Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas. Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner. Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Address and resolve issues as necessary. Identify trends and issues, providing action plans and recommendations as necessary. Program Specific Knowledge: Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high-quality manner. Coordinate internally to ensure all resources are available to accurately and effectively support the team. Own the escalation of and action plan to address workflow, process and turnaround time deviations. Provide Program Manager, Service Delivery frequent communication on progress. Successfully participate in special projects as assigned and execute all expected deliverables. All other duties as needed or assigned. Adhere to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices. Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data Skills Management skills, Call center, Customer service, Call center support, Escalation calls, Health care, Call center management, Customer support Additional Skills & Qualifications Qualifications (Minimum Required): The Supervisor ideally should hold a Bachelor's degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline or show evidence of continual work towards a degree (strongly preferred). May consider relevant and equivalent experience in lieu of educational requirements. Supervisors without a degree must have a High School Diploma or GED, and ideally should have eight or more years of equivalent work experience in a relevant field. The Supervisor should have demonstrated proficiency in expressing thoughts and instructions clearly in both oral and written communication, i.e., using grammatically correct, concise language. Proven ability to meet deadlines, function with a sense of urgency, and get the job done. An intermediate to advanced level of computer skills (Microsoft Excel, PowerPoint, and Word). Exceptional customer service skills. A demonstrated customer service focus; the ability to manage staff to support the program with the needs of clients' goals in mind. Strong management skills with the ability to connect and engage with staff through effective coaching and mentoring. A personable, energetic, and enthusiastic approach when managing staff. The ability to thrive in a collaborative work environment and also work independently. Knowledge of business protocols and acumen. A demonstrated ability to understand process, anticipate next steps, and identify, analyze, and problem solve issues. Superior time management skills and strong ability to prioritize. The ability to learn information quickly and retain it. A strong attention to detail. The ability to express empathy while speaking with customers. An understanding of how the day-to-day performance of staff and the program impact the big picture. Strong understanding of the FPA operations and systems navigation. Pay and Benefits* The pay range for this position is $40.00 - $40.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Oct 14, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.