Employment Type : Full-Time
Serves as a member of the Service Operations Management Team. Leads and grows the performance of a team of pharmacy technicians while supporting and enhancing customer experiences and business objectives. Responsible for day-to-day tactical activities, performance trending, performance managing/coaching/developing agents and time management. Responsible for the delivery of superior customer service by maximizing employee performance and ensuring calls are answered effectively and efficiently by supervising incoming calls, resolving escalated calls, assisting agents with any client related questions, ensuring agents adherence to schedules and ensuring compliance to policies and procedures. Motivates agents to peak performance through positive coaching, constructive feedback and incentives, demonstrates a commitment to the company`s mission and vision, and supports activities that strengthen the client relationship and grow the organization. Other Job Requirements Responsibilities General Job Information Title Grade Work Experience Education License and Certifications - Required License and Certifications - Preferred Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.