Call Center Supervisor – Non-Clinical

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

📋 Description

• Lead a team of call center representatives to foster a collaborative work environment and ensure the sharing of best practices.

• Enhance team members' skills, assess performance, and provide constructive feedback.

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

• Manage the hiring, training, and evaluation processes for staff members.

• Deliver ongoing coaching to Customer Service Associates focusing on quality, dependability, accountability, and productivity.

• Ensure that service levels and performance commitments are consistently met.

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

• Monitor and periodically report progress to upper management.

• Assist in the design of call center programs and process enhancements aimed at improving both internal and external customer service.

• Act as an escalation point for calls that require advanced expertise or discretion.

• Ensure prompt resolution of customer inquiries and issues.

• Provide backup support for platforms and handle overflow calls as needed.

• Complete special projects as designated.

• Coordinate tasks with other supervisors.

• Guarantee that daily responsibilities are fulfilled on time in accordance with established protocols and schedules.

• Supervise 1–20 direct reports.

⛳️ Requirements

• Bachelor’s degree or 6 – 8 years of pertinent business experience.

• Up to 2 years of experience in a customer service role; preference for at least one year in a UBC call center.

• Previous supervisory experience is advantageous.

• Basic computer skills, including proficiency in MS Office, internet usage, and email.

• Exceptional verbal and written communication skills over the phone.

• Proven leadership abilities, including the capacity to effectively develop and support team members.

• Experience in training and coaching less experienced staff, with the patience to explain processes and details repeatedly.

• Strong problem-solving skills.

• Ability to collaborate effectively with other departments to tackle complex challenges with innovative solutions.

• Familiarity with UBC call center systems and platforms; knowledge of UBC products/services is highly beneficial.

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

• Capacity to adjust to a changing work environment and make independent decisions.

• Proven ability to manage difficult customer interactions professionally.

• Willingness to travel as necessary.

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

• Work schedule is Monday to Friday from 8AM to 4:30PM ET, with a rotation of shift coverage supporting later shifts until 8PM ET.

🏝️ Benefits

• Opportunities for remote work.

• Competitive salary packages.

• Opportunities for career advancement and promotion.

• 401K plan with company match.*

• 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).

• Access to telemedicine (virtual doctor appointments).

• Wellness programs.

• Adoption assistance programs.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance benefits.

• Discount programs.