Supervisor, Customer Service

Empower Pharmacy is a company focused on delivering exceptional customer service in a regulated pharmacy environment. The Supervisor of Customer Service leads frontline operations, ensuring productivity, compliance, and service excellence while leveraging AI-driven tools to enhance performance and decision-making.

Responsibilities:

• Drives daily call center performance using AI-enabled dashboards to monitor volume, service levels, and resolution times, proactively identifying trends and optimizing workflows to improve efficiency, customer satisfaction, and operational throughput while ensuring alignment with regulatory standards and organizational goals in a high-growth environment
• Oversees escalated customer interactions, leveraging AI-assisted insights and decision frameworks to resolve complex issues efficiently and effectively, ensuring positive outcomes, minimizing risk, and reinforcing trust while maintaining compliance and service excellence across all customer touchpoints
• Continuously refines service processes by integrating AI-driven automation and analytics, reducing manual effort, improving response accuracy, and enabling scalable operations that support increasing demand while maintaining high-quality customer experiences and operational consistency
• Coaches and develops team members using data-driven performance insights and AI-supported training tools, elevating capability, engagement, and accountability while building a high-performing team aligned to P80–P90 talent expectations and organizational growth objectives
• Designs and manages staffing models using predictive analytics to align workforce capacity with demand, optimizing coverage, minimizing service gaps, and ensuring efficient resource allocation across peak and non-peak periods
• Fosters a culture of accountability, continuous improvement, and service excellence, reinforcing Empower’s values while encouraging adaptability, collaboration, and learning agility within a fast-paced, regulated environment
• Implements AI-enhanced quality monitoring programs to evaluate interactions, identify improvement opportunities, and ensure adherence to service standards, regulatory requirements, and internal policies
• Maintains operational readiness for audits by ensuring accurate documentation, process adherence, and consistent execution, leveraging automation to streamline reporting and minimize compliance risk
• Ensures consistent application of company policies and regulatory guidelines, proactively addressing deviations and reinforcing disciplined execution across all service operations
• Uses advanced analytics and AI tools to generate actionable insights, guiding decision-making, improving performance outcomes, and enabling proactive service enhancements across the customer journey
• Identifies and implements automation opportunities to streamline repetitive tasks, improve accuracy, and increase team productivity while maintaining high service quality
• Collaborates with operations, compliance, and technology teams to align systems, processes, and priorities, ensuring integrated solutions that enhance scalability, efficiency, and customer experience

Requirements:

• Minimum of 3 years of pharmacy experience or healthcare related experience required
• High school diploma or equivalent
• Demonstrates excellent customer service skills, with the ability to address the needs of both internal and external customers effectively
• Proficient in Microsoft Office (Word, Excel, Outlook) with strong analytical and mathematical skills to interpret and calculate numerical data accurately
• Registered with the Texas Board of Pharmacy as a Pharmacy Technician
• Some college education preferred but not required