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April 25, 2017

 Pharmacy Contact Center Supervisor
Job Number: 1600009245
Job Type: Full-Time
Job Category: Pharmacy Supervisor
Company: Meijer
Location: Belleville, MI
Date Posted: 04/14/2017
Travel: None
View all Meijer Jobs

Job Description
Currently, Meijer is looking for a Contact Center Supervisor.  This position manages and directs activities of Customer Service Representatives in the Contact Center.  Ensures Customer Service Representatives are utilized efficiently in accordance with Contact Center objectives and in a way that consistently promotes a high degree of customer quality and satisfaction.
 
Key Deliverables:

 

  • Develops, observes, and motivates assigned team leads and CSR’s
  • Consistently conducts coaching and performance reviews of team leads and CSR’s to identify opportunities and recognize positive behaviors. Responsible for documenting any related discussions
  • Ensures consistent performance evaluation is executed, conducts coaching and performance results to identify opportunities and recognize positive behaviors also participate in live monitoring and recorded call and e-mail scoring calibration to ensure evaluation consistency
  • Proactively solves problems and provides timely resolution to ensure minimal impact to customer and CSR
  • Identifies team and individual training needs and develops plans for immediate and long-term performance improvements
  • Acts as primary technical point of contact for CSR’s and internal IT partners
  • Identifies the most appreciative course of action for problem resolution and effectively communicates plans to those impacted.  Holds team meeting presentations with CSR’s
  • Provides support to frontline agents and escalated issues as needed
  • Promotes a supportive environment in which CSR’s are encouraged to solve problems and address customer issues
  • Determines requirements for next level progression or additional coaching
  • Monitors and controls expenses in support of budget goals
  • Participates in special projects, activities and supports teams by providing ad hoc information and reports as directed by management
  • Ensures the organization’s core values are continually reinforced
  • Thinks timely and critically to solve problems and demonstrates the ability to effectively communicate key initiatives or actions to Meijer stores via email, oral presentations, teleconference, memos and other methods.
  • May be required work varying shifts and weekends as required by the business

This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

Job Requirements:

  • Bachelor’s degree or equivalent combination of education and work experience.
  • When supervisory coverage includes the pharmacy call center, pharmacy technician license required
  • 2+ years of leadership experience in retail or contact center.
  • Understanding of call center technology and queuing principles.


Contact Info/How to Apply
Please mention that you heard about this job on Rx Career Center when applying.
Contact Name: Tom Campbell
Company Website: Click Here
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