North South Consulting Group

Pharmaceutical Call Center Supervisor

Elizabethtown, KY
Full Time
Eli Lilly
Manager/Supervisor

We are seeking a Call Center Supervisor to lead a team supporting healthcare professionals and patients through a healthcare affordability program. This role provides day-to-day leadership, coaching, performance management, and operational oversight while ensuring exceptional customer service and compliance with program and regulatory requirements. 

Primary Responsibilities 

  • Lead and develop a team of call center representatives through coaching, mentorship, and performance feedback. 

  • Monitor customer interactions to ensure quality, compliance, and exceptional customer service. 

  • Conduct employee evaluations, coaching sessions, and performance improvement plans. 

  • Serve as the team's subject matter expert and assist with escalated customer inquiries. 

  • Review and approve employee timecards and paid time off requests. 

  • Monitor productivity, attendance, and quality metrics to drive continuous improvement. 

  • Support onboarding, training, and ongoing employee development. 

  • Prepare and analyze performance reports, quality metrics, and staffing trends to support operational goals. 

  • Perform other leadership and operational responsibilities as assigned. 
     

Shift: 9:00 AM to 5:30 PM, Monday through Friday 

Required Qualifications 

  • High School Diploma or equivalent. 

  • Minimum of two years of call center experience, including at least one year in a supervisory, team lead, or coaching role. 

  • Strong leadership, communication, organizational, and problem-solving skills. 

  • Ability to manage multiple priorities in a fast-paced environment. 

  • Proficiency with Microsoft Office and call center technology. 

Preferred: 

  • Bachelor's degree in Business, Healthcare Administration, or a related field. 

  • Healthcare call center, patient support, quality assurance, or workforce management experience. 

Internal Candidate Requirements:

  • Current employees interested in this position must: 

  • Have successfully completed their introductory/probationary period. 

  • Have no policy violations within the past 12 months. 

  • Have no corrective actions or documented performance coaching within the past 6 months. 

  • Be in good standing with the company. 

Final candidate eligibility is subject to management review and business needs. 

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*