Call Center Supervisor – Non-Clinical

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of a team of call center associates.

• Assess productivity, performance benchmarks, call traffic, service standards, and performance commitments.

• Organize and direct workflow along with project assignments.

• Cultivate employee skills, assess performance, and offer constructive feedback.

• Manage employee relations matters and uphold performance standards.

• Carry out recruitment, training, and staff evaluations.

• Provide continuous coaching to Customer Service Associates focusing on quality, reliability, accountability, and productivity.

• Collaborate with the Call Center Manager to achieve strategic business objectives.

• Monitor and periodically report progress to upper management.

• Support the development of call center initiatives and process enhancements.

• Act as a point of escalation for intricate customer issues, ensuring prompt resolution.

• Offer backup support for the platform team and handle overflow calls.

• Coordinate efforts with other supervisors.

• Complete special projects as assigned.

• Participate in both in-person and virtual meetings/events, and travel as necessary.

⛳️ Requirements

• Bachelor's degree or 6–8 years of applicable business experience.

• Up to 2 years of experience in a customer service environment; prior UBC call center experience is preferred.

• Previous supervisory experience is advantageous.

• Basic computer skills, including knowledge of MS Office, Internet, and email.

• Exceptional phone, verbal, and written communication abilities.

• Proven leadership capabilities, including mentoring and supporting team members.

• Experience in training and coaching less experienced personnel.

• Strong problem-solving skills.

• Capacity to collaborate with other departments to address complex challenges.

• Familiarity with UBC call center systems, platforms, and UBC products/services is beneficial.

• Experience in the PBM and/or Managed Care industry is preferred.

• Adaptability to a dynamic work environment and ability to make independent decisions.

• Proven ability to manage challenging customers professionally.

• Willingness to travel as required.

• Supervisory responsibility for 1–20 direct reports.

🏝️ Benefits

• Remote work opportunities.

• Competitive salary packages.

• Opportunities for career advancement.

• 401K plan with company matching.*

• Tuition reimbursement available after 90 days of employment.

• Flexible working environment.

• Discretionary Paid Time Off (PTO).

• Paid holidays.

• Employee assistance programs.

• Comprehensive medical, dental, and vision coverage.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Telemedicine services (virtual doctor appointments).

• Wellness programs.

• Adoption assistance.

• Short-term disability benefits after 90 days of employment.

• Long-term disability coverage.

• Life insurance options.

• Discount programs.