Call Center Supervisor – Non-Clinical

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

📋 Description

• Lead a team of call center associates while fostering a collaborative work atmosphere.

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

• Supervise employee relations, performance metrics, productivity, and service quality standards.

• Handle recruitment, training, and staff evaluations.

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

• Ensure compliance with service levels and performance commitments.

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

• Monitor and report progress to upper management.

• Contribute to call center initiatives and process enhancements.

• Act as an escalation point for intricate customer issues and guarantee prompt resolution.

• Provide backup support for platforms and handle overflow calls.

• Complete special projects as assigned.

• Engage in both in-person and virtual meetings and events.

• Coordinate tasks with other supervisors.

• Ensure daily operations are performed on schedule according to established protocols.

⛳️ Requirements

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

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

• Prior supervisory experience is advantageous.

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

• Outstanding oral and written communication skills over the phone.

• Proven leadership abilities, particularly in developing and supporting team members.

• Experience in training and mentoring less experienced personnel.

• Strong problem-solving capabilities.

• Ability to collaborate effectively with other departments.

• Familiarity with UBC call center systems and platforms is beneficial.

• Knowledge of UBC products and services is highly advantageous.

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

• Capacity to adapt to a fast-paced work environment and make independent decisions.

• Proven ability to manage challenging customer interactions professionally.

• Willingness to travel as necessary.

• Availability from M-F 8 AM to 4:30 PM ET, with a rotation for coverage of later shifts until 8 PM ET.

🏝️ Benefits

• Remote work opportunities.

• Competitive salary packages.

• Opportunities for career advancement.

• 401K plan with company matching.

• Tuition reimbursement programs.

• 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) options.

• Access to telemedicine services (Virtual doctor appointments).

• Wellness programs.

• Adoption assistance programs.

• Short-term and long-term disability coverage.

• Life insurance options.

• Discount programs.