Call Center Supervisor – Non-Clinical

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

📋 Description

• Oversee a team of call center representatives while fostering a cooperative work atmosphere.

• Evaluate productivity, performance benchmarks, call volume, service quality, and performance commitments.

• Organize and guide workflow as well as project assignments.

• Enhance employee capabilities, assess performance, and deliver constructive feedback.

• Address employee relations matters and performance-related issues.

• Manage recruitment, training, and staff performance reviews.

• Offer continuous coaching to Customer Service Associates on quality, reliability, accountability, and efficiency.

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

• Monitor and periodically report progress to upper management.

• Support call center programs and initiatives for process improvement.

• Escalate and resolve intricate customer issues that necessitate advanced expertise or discretion.

• Provide backup platform assistance and handle overflow calls.

• Engage in special projects as assigned.

• Travel as necessary.

• Actively participate in both in-person and virtual internal and external meetings/events.

⛳️ Requirements

• BS/BA degree or 6–8 years of applicable business experience.

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

• Prior supervisory experience is advantageous.

• Basic PC proficiency, including MS Office, Internet, and email.

• Exceptional verbal and written communication skills via phone.

• Proven leadership capabilities.

• Capacity to develop and support team members.

• Experience in training and coaching less experienced personnel.

• Strong problem-solving abilities.

• Competence in collaborating 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 beneficial.

• Knowledge of PBM and/or Managed Care industry is preferred.

• Ability to thrive in a dynamic work environment and make autonomous decisions.

• Proven ability to manage challenging customers with professionalism.

• 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 work 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 consultations).

• Wellness programs.

• Adoption assistance.

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

• Long-term disability insurance.

• Life insurance.

• Discount programs.