Welcome page Returning Candidate? Log back in! Call Center Supervisor Job Locations US-NY-East Syracuse, NY Posted Date 2 hours ago(7/28/2025 10:00 AM) Requisition ID 2025-14476 # of Openings 1 Category Customer Service/Support Location : Location US-NY-East Syracuse, NY Overview

Scope of Responsibilities: Works under general supervision.  Relies on experience and judgment to plan and accomplish assigned tasks and goals within individual departments.  Responsible for new employee training and development within items pertaining to customer service and call center support. 

 

Job Summary: Provide support to Account Representatives and Client Services Supervisor for all aspects of customer service, account management, marketing support and other administrative projects.  Responsible for providing supervisory leadership and second level support with escalated customer service issues. 

 

Responsibilities

Job Duties:

Call Center phone coverage for incoming calls and directing incoming calls to appropriate staff membersProvide Call Center resolution of customer service issues to ensure complete client satisfactionProvide Call Center resolution of Pharmacy Network problems to ensure complete client satisfactionAssist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletionsAssist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims ProcessorAssist with on-site resolution of customer service issues to clientsTraining, coaching and development of call center staffAssist with determining staffing/scheduling needs for ProAct Call CenterProviding call resolution in elevated customer service issuesDaily coaching and auditsCreate and update knowledge articlesPerforms all other duties associated with assigned job descriptionResponsible for completing all mandatory and regulatory training programsPerform other duties as assigned Qualifications

Attendance Requirements:

Must be available, and on-time for scheduled work shifts

 

Educational Requirements:

Preferred: High School Diploma or GED, or equivalent experience

 

Experience:

Preferred: 2 or more years previous experience in related position

 

Special Conditions of Employment:

Drug testInitial and continuous exclusion and sanction/disciplinary monitoringAny and all additional eligibility requirements based on the specific position

 

Job Skills Required:

Detailed knowledge of specific departmentBasic keyboarding and calculator skillsStrong communication skillsStrong organization skillsRequires the ability to stand throughout the majority of the shift

 

Required Training:

HIPAA Privacy Course

 

Behavioral Traits Required:

Cooperation: Must work harmoniously and effectively with fellow employees, supervisors and others you are in contact withInitiative: Must work within supervision guidelines and assume additional responsibilitiesFlexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned workAdaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiencesInvolvement: Must enjoy the demands of the job and work with interest and enthusiasmCustomer Service: Must provide appropriate customer service (for Kinney customers, fellow employees and business partners), listen attentively to their needs and respond appropriatelySafety: Must take care of equipment and employ good safety habitsLeadership: Must gain acceptance of ideas and accomplish goals through subordinates, peers and teams Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Connect With Us! Not ready to apply? Connect with us for general consideration. Application FAQs

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