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Contact Center Manager (Customer Service Manager) - Pharmacy Service Operations


Role Summary:


Responsible for managing Pharmacy and Home Delivery teams in the Customer Service Operations of a large, multi-location Pharmacy and Home Delivery business function. Engage and motivate a large team with diverse skills, responsibilities, and geographic locations (including virtual workers) to deliver customer centered service through a time of significant change. Drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees



  • Directs the overall service related activities for the team’s customer service function. Supports the company's customer experience and operations strategies.
  • Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
  • Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly.
  • Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
  • Executes technology enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
  • Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions.
  • Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short and long term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities.

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