Supervisor, Care Team – Weekends/2nd Shift

Job Description:

• Provide day-to-day supervision and support for Pharmacy Technicians and Leads as their direct supervisor
• Manage timecards, monitor schedules, track attendance, and oversee individual performance
• Partner with Workforce Management to adjust staffing and queue assignments
• Maintain service level performance and optimize team productivity
• Help implement and refine Care Team workflows
• Conduct structured feedback conversations and coach team members
• Monitor performance metrics, identify trends, and support action plans
• Participate in quality monitoring and NPS survey programs
• Assist with onboarding new clients and coordinate with internal stakeholders
• Monitor call or chat activity and resolve or escalate emerging issues
• Maintain knowledge base materials, standard operating procedures, and training documentation
• Apply understanding of PBM workflows, pharmacy claims processing, and industry terminology
• Participate in management-directed special projects
• Support cross-training across phone and chat
• Uphold HIPAA, regulatory, and privacy compliance

Requirements:

• Bachelor's degree preferred or equivalent work experience
• Nationally Certified Pharmacy Technician preferred
• State licensure or registration required where applicable by law
• 3+ years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations setting
• Experience as a people leader, having previously led teams of pharmacy technicians preferred
• Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment
• Comfortable balancing team performance metrics with individual development and engagement
• Strong problem-solving skills
• Skilled at using data to identify trends, support team improvements, and drive operational efficiency
• Excellent verbal and written communication skills
• Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced setting
• Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy requirements preferred

Benefits:

• Bonus
• Equity
• Equal Opportunity Employer
• Inclusive culture where differences are celebrated

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