Call Center Supervisor – Non-Clinical

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

📋 Description

• Accountable for executing and sustaining the effectiveness of the program by:

• Leading a team of call center associates to foster a collaborative working environment and promote the sharing of best practices.

• Focuses on enhancing employees’ skills, assessing performance, and delivering constructive feedback.

• Manages the resolution of employee relations concerns and upholds performance standards, productivity, and service expectations.

• Responsible for recruiting, training, and evaluating staff.

• Provides continuous coaching to each Customer Service Associate (CSA) on their team regarding quality, reliability, accountability, and productivity.

• Ensures that service levels and performance commitments are achieved.

• Collaborates with the Call Center Manager to execute strategic business work plan objectives.

• Monitors and regularly reports progress to management.

• Aids in the development of Call Center programs and process enhancements to improve the quality of service offered to both internal and external customers.

• Acts as a point of escalation for calls that necessitate a higher level of expertise or discretion to resolve customer issues promptly.

• Provides backup support for the platform team.

• May handle overflow calls as necessary.

• Engages in special projects as assigned.

• Willingness to travel as required.

• Actively participates in both in-person and virtual meetings/events (internal and external).

⛳️ Requirements

• Bachelor’s degree (BS/BA) or 6 – 8 years of pertinent business experience.

• Up to 2 years of experience in a customer service environment; preferably one year in a UBC call center; previous supervisory experience is advantageous.

• Basic proficiency with PCs including MS Office, Internet, and email.

• Exceptional oral and written communication skills for phone interactions.

• Proven leadership abilities, including effective team member development, experience in training and coaching less experienced staff, and the patience to repeatedly clarify details and processes.

• Advanced problem-solving skills and the capability to work cooperatively with other departments to address complex issues with innovative solutions.

• Familiarity with UBC call center systems and platforms, as well as UBC products/services, is highly beneficial; experience in the PBM and/or Managed Care industry is preferred.

• Ability to adjust to a dynamic working environment and make independent decisions.

• Proven ability to manage difficult customers professionally.

🏝️ Benefits

• Options for remote work.

• Competitive salary packages.

• Opportunities for career advancement.

• 401K plan with company matching*

• Tuition reimbursement program.

• Flexible working environment.

• Discretionary Paid Time Off (PTO).

• Paid holidays.

• Employee assistance programs.

• Comprehensive medical, dental, and vision coverage.

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

• Telemedicine services (virtual doctor appointments).

• Wellness programs.

• Adoption assistance programs.

• Short-term disability insurance.

• Long-term disability insurance.

• Life insurance coverage.

• Discount programs.