Supervisor, Contact Center Services (Healthcare)

Location: On-site in Plymouth, Michigan, United States; remote work is not available. Domestic travel of up to 10% is required. Typical core hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility for nights, weekends, and holidays when required.

Salary: $56,006–$95,209 annually.

Company

hirify.global is a privately held pharmacy benefit manager providing pharmaceutical and technology solutions that improve healthcare outcomes, cost, transparency, and service quality.

What you will do

• Manage daily contact center operations to achieve service, quality, performance, efficiency, and compliance objectives.
• Supervise approximately 12 or more employees, including work assignment, coaching, performance evaluation, attendance management, corrective action, and compensation recommendations.
• Train and develop staff while promoting leadership, collaboration, accountability, and ownership.
• Resolve customer inquiries and escalated issues, including difficult or sensitive situations, while maintaining strong client relationships.
• Partner with internal hirify.global teams, the Call Center Manager, and the Director on business plans, cross-functional initiatives, and service improvements.
• Document processes, measure results, and implement improvements that support service excellence and operational performance.

Requirements

• Must work on-site at the Plymouth, Michigan location; remote work is not an option.
• BS/BA degree or equivalent combination of education and experience.
• At least 2 years of relevant experience and 1 year of supervisory experience, or the stated hirify.global experience and leadership-training alternative.
• Strong customer service, written and verbal communication, organization, prioritization, decision-making, problem-solving, negotiation, team-building, and leadership skills.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and multiple business systems.
• This position is not eligible for visa sponsorship.

Nice to have

• Current Pharmacy Technician license and/or CPhT certification.

Culture & Benefits

• Medical, dental, vision, and wellness programs.
• Paid time off and company-paid holidays.
• Incentive compensation.
• 401(k) with company match.
• Life and disability insurance.
• Tuition reimbursement and employee referral bonus.