Pharmacy Operations Manager - Contact Center


Job Summary:

Responsible for managing a Centralized Services team through supervisors to ensure satisfactory, efficient and effective customer service. Ensures maximum utilization of resources to achieve customer satisfaction, productivity and financial goals while creating a highly engaged team

Job Responsibilities:

• Manages a group of team members in a designated department in Centralized Services. Monitors team members to ensure quality of work and productivity, and manages performance using the tools provided. Coordinates and controls the activities, plans and programs of the immediate staff.
• Administers company and divisional operation policies, best practices, and standard operating procedures to facilitate performance that meets the business expectations. Responsible for ensuring compliance with Company policies, programs, and procedures. Follows the guidelines of authorized budgets, laws, and good business ethics.
• Maintains good working relationships and actively cooperates with all levels and areas of management to ensure that the objectives of the department and company are met.
• Creates a continuous improvement culture, actively participates in the LEAN initiatives in order to improve processes and continually drive out waste.
• Maintains and improves performance of department through building team member morale, motivating team members, and using constructive coaching/discipline policies of the organization. Encourages participation in workplace events and activities.
• Identifies areas and/or gaps where additional development is required. Makes recommendations to management on how to drive performance and achieve necessary results.

Basic Qualifications
  • Bachelor's degree and at least two years of related experience; or High School diploma/GED and at least five years' related experience and/or training; or equivalent combination of education and experience.
  • Licensed as a Pharmacy Technician by state as granted by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified if applicable.
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
  • Experience building and maintaining relationships within a team.
  • Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
  • Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
  • Willing to travel up to 10% of the time for business purposes (within state and out of state) as needed.

Preferred Qualifications
  • Master's degree/MBA
  • Experience with a Lean Six Sigma environment.
  • Six Sigma Certification.
  • Experience applying knowledge of Workforce Management Systems (WMS)
  • Experience directly managing people, including hiring, developing, motivating, and directing people as they work.
  • Experience with project management (for example: planning, organizing, delegating, allocating, and managing resources to bring about a successful completion of specific project goals and objectives).